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Scapia - Manager - CX Operations
ScapiaBangalore, India2 days ago
Job descriptionCollaborate closely with internal and external teams to ensure smooth process execution and effective customer issue resolution Work with the Design team to showcase the number of customer contacts to internal stakeholders on key issues to get them prioritized. Work with the design team on new process changes and ensure SOPs are updated regularly. Maintain open communication with leaders to escalate and seek timely support for resolving any pending customer issues Work with the internal and external stakeholders to resolve escalated cases within agreed service-level agreements (SLAs). Take full ownership of resolving customer issues with the highest priority. Work with the design team to do RCAs on critical escalations and take corrective actions to avoid such escalations in the future Monitor daily activities to identify process gaps and collaborate with the internal CX team to mitigate them Suggest changes to existing SOPs and Ops processes to increase efficiency and reduce errors 6 - 8+ years of overall experience in a corporate or business environment, with a minimum of 4 - 5 years in a supervisory role overseeing small to mid-scale operations. Experience in the Travel and Credit Cards sector is a plus. Exceptional customer service abilities. Strong written and verbal communication skills, with the capability to convey complex concepts clearly and concisely. Ability to work independently as well as collaboratively with cross-functional teams. Proficiency in data analysis, trend identification, and basic tools such as Excel, Word, and PowerPoint, along with a solid understanding of tools and technology used by the Customer Experience team. Excellent project management and organizational skills, with the ability to handle multiple projects and meet deadlines. Strong time management skills, with the ability to prioritize tasks effectively. Effective problem-solving skills, including troubleshooting operational issues and optimizing processes and workflows.
Scapia - Manager - CX Operations (8-15 yrs)
About the Role :
As a CX Operations Manager, you will be responsible for overseeing the day-to-day activities of a business or organization to ensure its smooth functioning. You will coordinate effectively between multiple internal and external teams and ensure governance of processes.
Key Responsibilities :
Operational Management :
- Oversee and manage daily operations for respective categories to ensure the seamless execution of activities
- Take ownership of day-to-day operational tasks, ensuring efficient workflow and timely resolution of issues
- Ensure daily / weekly data analysis and reporting of performance and insights.
- Own breach metrics for the respective categories and ensure that the defined goals are met
Team Collaboration and Coordination :
Customer Escalations and Resolution :
Process Improvement and Feedback :
Skills & Qualifications :
(ref : iimjobs.com)
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Operation Manager • Bangalore, India
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