CALL CENTER AGENT

Position: Deputy General Manager- PEX

Job Description

• - Manages delivery of projects and process improvements by working closely with business stakeholders.
• - Own the execution of the CS CX roadmap and timely delivery of projects therein.
• - Supports central program team with product, feature and capability launches. Acts as subject matter expert and ensures bar-raising experiences are delivered for customers.
• - Drives a culture change in across business functions to ensure customer experience improvement is considered as a top priority for business leaders.
• - Works with product and business teams to deep dive the root cause of anomalies and unfavorable trends and drives resolution of issues to closure.
• - Performs quantitative and qualitative analysis of internal and customer-facing processes, and customer interactions to identify improvement opportunities.
• - Creates dashboards, reports and metrics and prepares inputs to weekly, monthly and quarterly business reviews with Operations teams and senior leadership.
• - Proactively manages large scale customer impacting issues and creates systemic fixes and mechanisms to address them.
• - Act as change agent towards a broad range of stakeholders, driving change through robust delivery and governance mechanisms