Sr. Specialist – Customer Service Operations

1 week ago

Bengaluru, Karnataka, India adidas Full time

Sr. Specialist – Customer Service Operations (CS OPS)

Location: Gurgaon, India

Function: Consumer Experience

Experience : 3-6 Years

Role Purpose: As a Sr. Specialist CS OPS at adidas, you will ensure a premium customer service experience across eCom and retail channels. You will manage BPO/vendor operations, drive KPI performance, and support efficiency, quality, and membership-first initiatives.

What We're Looking For

Experience

  • 3+ years in Customer Service (BPO / Contact Center Operations)
  • Proven track record in vendor management and operational excellence
  • Exposure to Retail, eCommerce, or Digital consumer service environments
  • Experience managing multi-country or complex CS processes

KPI Understanding

  • Strong knowledge of Customer Service KPIs such as:
  • NPS (Net Promoter Score) – measuring consumer satisfaction & loyalty
  • AHT (Average Handling Time) – measuring case handling efficiency
  • CSAT, FCR, Service Levels (good to have)
  • Ability to analyze performance metrics and drive improvements

Knowledge

  • Solid understanding of budget management
  • Benefits: control costs, improve ROI, enable growth
  • Risks: overspending = reduced profitability; under-spending = poor service quality
  • Strong grasp of process optimization & continuous improvement

Tools & Systems

  • Hands-on experience with CRM platforms:
  • Salesforce (preferred)
  • Zendesk, Oracle, or similar CRMs
  • Familiarity with reporting tools like Profit, Leonardo, Gendex
  • High proficiency in Excel & reporting dashboards

Soft Skills

  • Results-driven with strong problem-solving & risk management abilities
  • Excellent stakeholder & vendor management skills
  • Ability to adapt quickly in a dynamic environment
  • Strong communication skills in English (verbal & written)

Key Responsibilities

  • Ensure a premium CS experience across all channels in Emerging Markets
  • Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
  • Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
  • Lead business reviews with vendors (monthly/quarterly/annual)
  • Optimize processes and implement rollouts/new functionalities across regions
  • Manage and support budget planning & cost efficiency
  • Drive continuous improvement initiatives and hold vendors accountable
  • Support people management by guiding vendor team structures & workload efficiency

Minimum Qualifications

  • Bachelor's degree in Business, Communication, or related field (or equivalent experience)
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Expert knowledge in Consumer Service operations
  • Strong project management & reporting experience

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