• To take responsibility for the day-to-day management of the associates.
• Ensure high levels of customer service at all times with robust processes to match both customer and
internal metrics.
• Prepare data for and present team performance data.
• Develop standard work for all processes and customers. ...
• Monitoring, managing, and reporting teams SLA’s and KPI’s with the aid of strong visual management.
• Engaged and communicated with all team members via team meetings,1.1’s, performance connection
meetings, and team building events to foster a professional, stable, and happy working environment –
reduced employee attrition and increased employee favorability scores.
Roles & Responsibility:
• Ensure daily processing and delivery of teams SLA’s/KPI’s
• Monitoring and managing customer-specific SLA/KPI’s with the aid of visual management and periodic
or ad hoc reports
• Ensure timely and accurate management of customer-specific compliance portal platforms
• Ensure timely recommendation/quote submission and conversion to order. • Ensure timely order processing through to delivery.
• Ensure daily processing and review of disputes to ensure timely resolution to aid cash flow and
complete RRCA as necessary to avoid repeat occurrences.
• Proactive portfolio management – ensuring timely contract additions and terminations, with periodic
reviews against customers' portfolio data.
• Ensure teams' processes and procedures are always documented and are current.
• Induction, training, monitoring, and development of new joiners.
• Training and development of existing team.
• Regular 1:1 meetings and performance connection meetings with team members to review
performance against key metrics, training needs, performance improvement plans where required,
employee well-being, and career development.
• Manage first-level escalations from the business.
• Continuously identify opportunities for improvement in the key processes in the team.
Years of experience
• 6-10 years of experience in customer service operation s process.
Educational Qualification
• A graduate in any discipline
Skill sets required:
Mandatory
• Excellent background in a customer-centric environment
• Experience in leading a team
• Basic understanding and knowledge of contractual agreements
• Good eye for detail
• Well-developed IT skills (MS packages)
• Hands-on approach in process and people management
• Excellent communication skills
• Ability to manage KPI’s
experience
10show more • To take responsibility for the day-to-day management of the associates.
• Ensure high levels of customer service at all times with robust processes to match both customer and
internal metrics.
• Prepare data for and present team performance data.
• Develop standard work for all processes and customers.
• Monitoring, managing, and reporting teams SLA’s and KPI’s with the aid of strong visual management.
• Engaged and communicated with all team members via team meetings,1.1’s, performance connection
meetings, and team building events to foster a professional, stable, and happy working environment –
reduced employee attrition and increased employee favorability scores.
Roles & Responsibility:
• Ensure daily processing and delivery of teams SLA’s/KPI’s
• Monitoring and managing customer-specific SLA/KPI’s with the aid of visual management and periodic
or ad hoc reports
• Ensure timely and accurate management of customer-specific compliance portal platforms
• Ensure timely recommendation/quote submission and conversion to order. • Ensure timely order processing through to delivery. ...
• Ensure daily processing and review of disputes to ensure timely resolution to aid cash flow and
complete RRCA as necessary to avoid repeat occurrences.
• Proactive portfolio management – ensuring timely contract additions and terminations, with periodic
reviews against customers' portfolio data.
• Ensure teams' processes and procedures are always documented and are current.
• Induction, training, monitoring, and development of new joiners.
• Training and development of existing team.
• Regular 1:1 meetings and performance connection meetings with team members to review
performance against key metrics, training needs, performance improvement plans where required,
employee well-being, and career development.
• Manage first-level escalations from the business.
• Continuously identify opportunities for improvement in the key processes in the team.
Years of experience
• 6-10 years of experience in customer service operation s process.
Educational Qualification
• A graduate in any discipline
Skill sets required:
Mandatory
• Excellent background in a customer-centric environment
• Experience in leading a team
• Basic understanding and knowledge of contractual agreements
• Good eye for detail
• Well-developed IT skills (MS packages)
• Hands-on approach in process and people management
• Excellent communication skills
• Ability to manage KPI’s
experience
10show more
