Job Description

Deputy Manager - Customer Experience - Mumbai

Key responsibilities :

- To act as a key support to Voice CoE function and drive improvement of existing Call Centre Operations.

- Work with the regional/circle teams to manage day-to-day CC issues and provide resolution influencing Customer Experience.

- Prepare and suggest business case for any change in laid down process and guidelines.

- Ensure all process and information security compliance is met w.r.t. Training, Quality and Audit.

- Should have a thorough knowledge of customer journey in service sector / QSR industry, various touchpoints of interaction with the customer & own Call Centre Operations.

- Should have a sound knowledge of BOTS - Chat & Voice BOT. Should have handled Chat Operations under various financial models of SU, Per Chat etc.

- Sound technical expertise of channeling Voice & Chat BOT projects in a cradle to grave system.

- Bottom Quartile Management with respect to Key Performance indicators such as Concerns, NPS etc.

- End to End Customer issue management and resolution. Identify lapsers, Potential reasons for churn at restaurant & product level & take ownership and ensure Guest win-back.

- Expertise in white-paper documentation of Revenue led Projects.

- Training need intervention - Should have a knack of data driven insights and give inputs for CC intervention & periodic developments.

- Collaborate with Marketing, Ops & other cross functional channels to ensure Guest Voice is shared and qualitative actionable is created.

- Partner Management - reviewing performance, contract management, invoice processing.

- Concern Management - Owns the concern process - from end-to-end perspective. Close the loop for each case by coordinating with Regional team/Corporate team & Customer.

- Guest Services projects - Ensure that Guest services projects are implemented and executed on ground with maximum impact.

- Mandatory exposure to Charting tools & Digital led enablement and tech release with proven credentials.

Candidate Profile :

- 6-7 years in Customer Experience role at a Managerial Level in handling Call Centre Operations end 2 end, Complaint Handling/ Management exp. in B2C setup. Preferably from QSR, Telecom or BFSI background

- Passionate about brands delivering great service and a commitment towards this, a person will be super successful in the role

- High on analytics and can use data to drive insight for decision making

- 6-7 years in Customer Experience role at a Managerial Level in handling Call Centre Operations end 2 end, Complaint Handling/ Management exp. in B2C setup. Preferably from QSR, Telecom or BFSI background