Service Delivery Leader

2COMS Consulting Pvt. Ltd.
  • Pune
  • 20-25 lakh
  • 12-18 years
  • Views
  • 17 Nov 2016

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Key Accountabilities:
Responsible for business level strategies to improve the current system
Head both the Transaction Quality & Process excellence for the vertical
Manage all the Quality service levels signed with the client. Ensure no hit on commercials (Quality metrics)
As all the Quality metrics has an impact on client VOC so management of external VOC is imperative
Should be able to identify consulting opportunities while working on the quality assurance
Primarily responsible for generating Quality Net Income / Savings by all the process excellence activity driven in the business
Improve the DNA of the vertical by ensuring a proper system of training, certification and process improvement in the business assigned
Maintain the quality benchmark for call handling / transaction processing
Develops the monitoring team and supports team training requirements Ensure consistency in Quality standards
Reviews feedback from Business channels regarding the Quality aspect of Customer Services
Demonstrates a high level of commitment to improve customer service / C-SAT / NPS
Able to work on self-initiatives, Flexible and adaptable, Sense of urgency, Strong attention to details
Able to communicate at all levels, Decision Maker, Solution Oriented
Audit and Feedback Compliance as per ISO 9001:2008 and other applicable certifications
Team attrition to be manage
Graduates in any Stream
Communication Skills
Microsoft Office skills high
Proficient on statistical tools Minitab / JMP / SPSS
Master Black Belt (Certification will be good but not mandatory), Knowledge on Statistics is mandatory
ISO knowledge required
Post Graduate in Management or any other area
Graduate with Mathematics as one of the subjects
Six Sigma certified / ISO Certified /COPC certified / eSCM certified
Project Management professional
Willing to travel across sites & locations
Excellent communication skills should be able to communicate with external customers and senior leadership
Should be a good mentor
Knack for detailing, drilling down
Training capabilities
Handling large data and hands on with statistics
Tech savvy
Friendly to applications and other tools
12 or more years of Relevant Work Experience
Someone who has worked both in BPO and consulting practice will be preferred

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2COMS Consulting Pvt. Ltd.