Customer Care Hub Manager

1 week ago

Mumbai, Maharashtra, India SyncUp Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Operational Leadership


• Overall management of the Customer Contact operations of the CCD BOM Hub in a 24x7 environment.

• Lead employees to ensure operational performance metrics, service and quality standards and revenue targets are met.

• Continually monitor and evaluate performance and efficiency through collecting, analysing and summarising data, reviewing trends and feedback to ensure customer service and quality standards are met.

• Continuously monitor the operational dashboard and take immediate corrective actions to improve service levels.

• Engage the team to drive up sales opportunities during customer contact.

• Ensure that the operation is resourced at the optimal level to achieve departmental objectives, be responsible for roster management.

• Provide frequent open communication with all team members to drive employee engagement and awareness of changes, promotions, etc.

• Contribute to the strategic planning for the CCD and promote and implement agreed changes.

• Build and maintain strong cross-departmental relationships and communications locally, regionally and globally.

• Ensure Revenue, service, operational and budget KPIs are met.

• Align all team members by transforming CCD sales and service level targets into initiatives and individual performance goals.

• Review daily reports and monitor the performance of teams taking timely corrective actions.

• Ensure nil operational risk breaches, and if a breach does occur, react swiftly and decisively to close.
Process improvement and efficiency

• Drive continuous improvement to enhance productivity and quality.

• Maintain and improve operations and service delivery through initiatives including
LEAN.

• Identify and resolve issues and make appropriate changes as well as recommend
additions/adjustments to Corporate Standard Operating Procedures.

• Ensure recommendations put forward are well thought out, analysed and validated.


• Plan and execute change management strategies for the adoption of new
technologies and online interactions.

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