Head - Operations & Customer Experience

Pinnacle Solutions
  • Delhi, Gurgaon, Noida
  • 15-20 lakh
  • 10-15 years
  • Views
  • 28 Dec 2016

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Manage processes ( 100+ people) for payment services, On-boarding, merchant relationships, chargebacks, etc

- Deliver on key metrics - Efficiency/productivity and effectiveness ( NPS, CSAT - both internal and external)
7-10 years of experience of managing large teams

- Strong inclinations/expertise of process improvements and re engineering

- Experience of driving quality management systems to improve effectiveness in teams/ processes

- Understanding of key levers to manage operations - trackers, delegation metrics, exceptions trackers, skill gap specific trainings, CSAT, NPS, etc

- Very strong people manager - Ability to motivate and get best delivered from teams

Competencies/Skill sets for this job

Process Improvements Quality Management Systems Trainings

Job Posted By

About Organisation

Pinnacle Solutions