Manager (Customer Experience)
AgroStar
Pune, Maharashtra, India
6d ago

Our mission of Helping Farmers Win’ is a tall task as we try to bring change and development to the grassroots of India.

We need heroes who are dedicated to the mission, live the dream and drive it with passion. If that sounds like you, here’s more about the role :

Designation : Manager Customer Experience

Working Days : 6 days working (Mon Sat)

Experience : 5 to 8 years of relevant work experience, preferably in managing customer

experience function for a brand. Preferably someone who has implemented

multiple technology initiatives around Automation, AI & ML and analytics to

improve CSAT and NPS metric

Qualification : Graduate in any stream, however engineering from a reputed institute will

be an added advantage.

Certifications : PMP & Lean Six Sigma Green belt certification will be preferred

Skills Required : Problem-solving skills, critical thinking, detail orientation, strong analytical

skills

Technology Savvy : He / She should be a technological savvy person and must have the pulse

and understanding of the new age and futuristic technologies other

companies are working / deploying to improve customer experience, CSAT

and NPS. He should be able to run multiple pilot programs using new age

technology tools which will help AgroStar create a competitive advantage.

Job Description :

  • At least 4 - 6 years of prior work experience in managing multiple programs focused on
  • customer experience and process excellence

  • Drive process improvement & transformational projects on key business problems through
  • digital transformation initiatives

  • Drive multiple technology driven pilot programs across the CX function with commitment,
  • passion and persistence

  • Generate business impact through Continual Improvement initiatives using AI & ML and
  • analytics

  • Manager CX will be a key member of the team responsible for the execution &
  • management of day to day operations and for providing subject matter expertise and

    oversight for the customer experience team

  • You will need to have an innovative mind-set to identify improvement opportunities to
  • optimize processes, decrease costs and improve CSAT & NPS metrics

  • You would require transformation mind-set and eye for identifying automation / process
  • improvement opportunities.

  • Strong project management skills with the ability to manage multiple tasks simultaneously,
  • resolve problems and present appropriate business solutions and recommendations.

  • Develop performance goals & conduct regular one-on-ones with direct reports to review
  • individual performance, the performance of their team and offer on-going developmental

    coaching

  • Demonstrated ability to analyse and improve work processes; establish a course of action for
  • self and others to accomplish a specific goal

  • Work well under pressure and follow through on items to completion while maintaining
  • professional demeanour

  • Strong sense of initiative, the acumen to learn, adapt and collaborate
  • Ability to multitask and work with people across teams & levels
  • Managing project deliverables in line with the project plan

  • Excellent written and verbal communication skills
  • Strong understanding of the call center industry and operations.
  • Ability to work in dynamic, fast-paced environment.
  • Understanding and ability to use statistical process analysis.
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