Head of Service Operations

JD - GM - Customer National Operations Centre (Business and Process Excellence)

Preferred Industry - E-Commerce

Location - Navi Mumbai

Experience - 7 Years - 15 Years

• Planning and Executing all CNOC processes to resolve complex customer issues escalated by assisted care team.
• Manages CNOC operations and ensure timely resolution of issues allocated to CNOC Team
• Undertakes Root Cause Analysis (RCA) and develops both temporary / permanent fixes to avoid recurrence
• Acts as the point of escalation for any errors and / or dispute management, ensuring any issues are addressed through empowered agents
• Drives and guides the quality of customer service delivery within the CNOC operations
• Ensures alignment between broader Customer Service Division (CSD) expectations, customer and employee needs, and operational quality and performance criteria
• Implements best practice in terms of Customer Satisfaction across the industry
• Drives operational delivery in line with optimal solutions designed for specific business outcomes eg. world-class customer experience
• Provides feedback and education to the Regional Operations teams on any common customer issues or incorrectly assigned customer issues.
• Manages the Service Request team to ensure realtime support and coordination of troubleshooting to resolve SRs within SLA
• Manages the implementation of SR resolutions related to Billing, Provisioning, Acquisition, Device and Network and Sales Marketing

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