CEM Delivery Lead - BPO7 - PAN India
1. Airlines
2. Healthcare
3. Generic
JD: Assures adherence to corporate policies and project delivery procedures. Reviews and ensures a high level of quality and service are maintained by meeting or exceeding commitments. Initiates, develops and enforces standards and procedures in support of improved service. Mandatory Domain Experience: Digital Customer Service / Operations with minimum 14+ years of experience
Service Management, Tracking & Execution: ➢ Responsible for End to End Service Delivery for the portfolio ➢ Devise corrective and preventive actions for any service level breaches, near misses, and customer escalations ➢ Manage defined processes and risks with respect to organization and customer ➢ Coordinate with onsite ad offshore teams as necessary during project delivery ➢ Ensure service performance of the portfolio through defined metrics and KPI’s
