Skills Required ¢ Excellent analytical abilities : Data driven decision making and understanding of key analytical techniques.
¢ Strong people management skills : Ability to build, lead and mentor large teams.
¢ Working knowledge and understanding of key aspects of a typical business - product, marketing, operations and finance.
¢ Ability to work together with cross functional teams in a highly dynamic work environment.
¢ Interacting with other team members to passionately collaborate & innovate.
¢ High self-confidence, dynamism and a belief in challenging oneself.
Key Responsibilities ¢ Manage customer operations solving customer tickets and Queries.
¢ Interact with customers regularly to understand customer journey and assess the engagement levels to design solutions to improve customer retention.
¢ Work closely with technical teams for development and launch of new product features
¢ Collaborate with Product & Business teams in concept discussions and proposed technology solutions to deliver roadmap features with agility and high quality.
¢ Continuously improve the processes, methods & technology practices of the team.
¢ Enhance and optimise the operational procedure, systems and principles in the areas of information flow and management.
¢ Researching new technologies and alternative methods of efficiency.
¢ Ideate new product strategies, plan and execute it efficiently.
¢ Monitor team performance and report on metrics
¢ Model data in order to create reporting dashboards for business process management.
¢ Periodically review and present the performance of KPIs and action plans to management.
Education : Preferably a B.T e ch / MBA with 2-4 years of experience
Salary : Not Disclosed by Recruiter
Industry : Internet / Ecommerce
Functional Area : ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category : Voice
Role : Assistant Manager / Manager-(Technical)
Desired Candidate Profile
Please refer to the Job description above
UG : B.Tech / B.E. - Any Specialization
PG : MBA / PGDM - Any Specialization
Doctorate : Doctorate Not Required