BPO Operations Processing Senior Specialist

2 weeks ago

Gurgaon, Haryana, India NTT DATA Global Delivery Services Ltd Full time ₹ 15,00,000 - ₹ 25,00,000 per year

BPO Operations Processing Senior Specialist

Job Summary:

We are seeking a friendly, solution-oriented Customer Service Manager to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support and ensuring a positive customer experience.

Key Responsibilities:

  • Ensures service excellence is achieved through managing major customer enquiries for any delivery organization within scope by demonstrating command, control and confidence at all times.
  • Manages bridge participants to ensure alignment with the processes.
  • Takes accountability that the major customer enquiry management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
  • Escalates, where required, to ensure outcomes are achieved.
  • Works with other team members in a 24/7 environment, hence adhering to shift plans of the team.
  • Communicate with appropriate stakeholders in a timely manner.
  • Manages post major Incident activities, thereby ensuring that root cause is investigated.
  • Reviews the performance of the people and process to ensure that it is optimal.
  • Provides coaching and mentoring to junior team members.
  • Performs any other related task as required.

Knowledge and Attributes:

  • Demonstrates Command, Control and Confidence in situations naturally.
  • Seasoned client service orientation and impeccable relationship building skills.
  • Ability to multi-task and prioritize with great attention to detail.
  • Seasoned ability to manage multiple streams of activities.
  • Excellent communication and documentation skills.
  • Excellent client liaison and facilitation skills.
  • Execution focused.
  • Ability to work across teams/regions/functions.
  • Ability to work with people at all levels of the organization.
  • Ability to escalate, where required, to ensure outcomes are achieved
Experience LevelSenior Level

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