Head of Service Operations

Found in: Whatjobs IN C2 - 2 weeks ago


Delhi, India Jio Full time
JD - GM - Customer National Operations Centre (Business and Process Excellence)Preferred Industry - E-CommerceLocation - Navi MumbaiExperience - 7 Years - 15 Years

Planning and Executing all CNOC processes to resolve complex customer issues escalated by assisted care team.Manages CNOC operations and ensure timely resolution of issues allocated to CNOC TeamUndertakes Root Cause Analysis (RCA) and develops both temporary / permanent fixes to avoid recurrenceActs as the point of escalation for any errors and / or dispute management, ensuring any issues are addressed through empowered agentsDrives and guides the quality of customer service delivery within the CNOC operationsEnsures alignment between broader Customer Service Division (CSD) expectations, customer and employee needs, and operational quality and performance criteriaImplements best practice in terms of Customer Satisfaction across the industryDrives operational delivery in line with optimal solutions designed for specific business outcomes eg. world-class customer experienceProvides feedback and education to the Regional Operations teams on any common customer issues or incorrectly assigned customer issues.Manages the Service Request team to ensure realtime support and coordination of troubleshooting to resolve SRs within SLAManages the implementation of SR resolutions related to Billing, Provisioning, Acquisition, Device and Network and Sales Marketing

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