Customer Service Transformation Specialist
Cynosure Corporate Solutions
Pune City, MH, in
4d ago

Job Description

Role Purpose : To support in CS Transformation projects and activities.

Key Responsibilities :

  • Perform central support to CS operations in countries (UK, DE, FR, NL, DK).
  • o Be the point of escalation for contact centre issues and performance related matters.

  • Provide timely, analysed consolidated CS performance report on a weekly and monthly basis.
  • Contribute to the implementation CS projects relating to performance improvement and new initiatives.
  • Ensure effective and consistent communication throughout the team for optimal operational effectiveness.
  • Identify and instill best practice, processes and systems and drive continuous improvement environment.
  • Skills and Experience :

  • Proven management experience of contact centre environments of a similar size and industry; ideally global
  • Knowledge of performance evaluation and customer service metrics; preferably with COPC background
  • Strong analytical skills
  • Firm understanding of reporting and budgeting procedures
  • Exceptional communication and interpersonal skills
  • Excellent organisational and leadership skills with problem-solving ability
  • A ility to think strategically
  • Able to multi task in a fast paced and high pressure environment
  • Requirements

    BPO / Call Center Handling


    BPO / Call Center Handling

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