Job Description

... Ensure your personal Email Address is updated in workday to get your application processed ... Process Information : The biggest online retail company in the world, shipping a variety of goods all across the globe. Representatives in its Customer Service are required to furnish information to customers and help them in making purchase related decisions. They are also required to provide post order information and provide resolution to customer\'s problems that may arise out of late delivery, defective goods and payment related concerns Key Responsibility : Manage the assigned team of team leaders. Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Establish & Manage Relationships / Engagement with the Clients Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, effective planning, forecasting, budgeting, etc.) Create and maximize relationships with client partners Responsible for following agreed governance model, escalation & communication plan Ensure team members achieve agreed work standards Manage overall personnel performance and discipline. Provide direction to staff, ensure resolution of problems Evaluation of operational practices and procedures Provide expertise and leadership guidance in assigned functional area Ensure customer delivery, revenue and employee metrics are met and exceeded Manage client interaction and communication front- end the relationship with the client Conduct regular 1 to ones, span manager reviews and skip levels Manage & control attrition keeping it to the minimum and plan for timely back fills Ensure team deliverables are met. Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and team work Provide advice and assistance to senior management in planning, implementation and evaluation of existing operations. systems and procedures Take weekly and monthly calls with clients to understand the expectations from the teams and provide updates Ensure that all audit related issues are brought to closure Identify and drive continuous improvements and initiatives in the process Coach & mentor Team leads, enabling them to lead their teams effectively Ensure that all internal customer queries are followed up on a timely basis Collaborate with internal teams, inter departments, cross functions across locations Be the Key contact for all problems and queries with specific business assigned.

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