Operations

4 days ago

Bengaluru, Karnataka, India Scapia Full time ₹ 12,00,000 - ₹ 36,00,000 per year

As a CX Operations person, you will be responsible for overseeing the day-to-day activities of a business or organization to ensure its smooth functioning. You will coordinate effectively between multiple internal and external teams and ensure governance of processes.

Key Responsibilities:

Operational Management:

  • Oversee and manage daily operations for respective categories to ensure the seamless execution of activities

  • Take ownership of day-to-day operational tasks, ensuring efficient workflow and timely resolution of issues

  • Ensure daily/weekly data analysis and reporting of performance and insights.

  • Own breach metrics for the respective categories and ensure that the defined goals are met

Team Collaboration and Coordination:

  • Collaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution

  • Work with the Design team to showcase the number of customer contacts to internal stakeholders on key issues to get them prioritized.

  • Work with the design team on new process changes and ensure SOPs are updated regularly.

  • Maintain open communication with leaders to escalate and seek timely support for resolving any pending customer issues

Customer Escalations and Resolution:

  • Work with the internal and external stakeholders to resolve escalated cases within agreed service-level agreements (SLAs).

  • Take full ownership of resolving customer issues with the highest priority.

  • Work with the design team to do RCAs on critical escalations and take corrective actions to avoid such escalations in the future

Process Improvement and Feedback:

  • Monitor daily activities to identify process gaps and collaborate with the internal CX team to mitigate them

  • Suggest changes to existing SOPs and Ops processes to increase efficiency and reduce errors

Skills & Qualifications:

  • 8- 10+ years of overall experience in a corporate or business environment, with a minimum of 4 - 5 years in a supervisory role overseeing small to mid-scale operations.

  • Experience in the Travel and Credit Cards sector is a plus.

  • Exceptional customer service abilities.

  • Strong written and verbal communication skills, with the capability to convey complex concepts clearly and concisely.

  • Ability to work independently as well as collaboratively with cross-functional teams.

  • Proficiency in data analysis, trend identification, and basic tools such as Excel, Word, and PowerPoint, along with a solid understanding of tools and technology used by the Customer Experience team.

  • Excellent project management and organizational skills, with the ability to handle multiple projects and meet deadlines.

  • Strong time management skills, with the ability to prioritize tasks effectively.

  • Effective problem-solving skills, including troubleshooting operational issues and optimizing processes and workflows.

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