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Human Resource
HR Ace Hiring For Senior Manager – NPS & Escalation Management at Delhi, Delhi Full Time
To Manage Escalation desk & NPS
Escalation Management of complaints received from various avenues including senior leadership, Social Media, Appellate, TRAI, Website and others
Deriving RCA (Root Cause Analysis) & implementation of CAPA (Corrective Action Preventive Action)
Process Correction/ Re-engineering on basis of gaps identified – Ensuring Process and made live & measure efficay
Handling escalations from LE SPOCs
Driving organization-wide NPS (Net Promoter Score) tracking & improvisation, based on analysis of Detractors & Passives; execution of corrective actions basis VOC (Voice of Customer)
Managing Team/Vendor/Partner for CTI & NPS Calling
Functional areas
To ensure reduction in Escalations
To ensure Trackers are published timely
Share RCAs with customers timely
Vendor management
CTI survey tracking
Compliance & Quality check of survey
Service Gaps identification & corrections for low NPS
CSAT
Escalation Management of complaints received from various avenues including senior leadership, Social Media, Appellate, TRAI, Website and others
Deriving RCA (Root Cause Analysis) & implementation of CAPA (Corrective Action Preventive Action)
Process Correction/ Re-engineering on basis of gaps identified – Ensuring Process and made live & measure efficay
Handling escalations from LE SPOCs
Driving organization-wide NPS (Net Promoter Score) tracking & improvisation, based on analysis of Detractors & Passives; execution of corrective actions basis VOC (Voice of Customer)
Managing Team/Vendor/Partner for CTI & NPS Calling
Functional areas
To ensure reduction in Escalations
To ensure Trackers are published timely
Share RCAs with customers timely
Vendor management
CTI survey tracking
Compliance & Quality check of survey
Service Gaps identification & corrections for low NPS
CSAT
Required Candidate profile
Essential Attributes:
Operational knowledge of service operations will be an added advantage.
Process Improvement / Mapping skills. Also required to have Relationship Management experience and track record.
Computer skills in power point, excel, word & Microsoft project
Problem Solving
Decision Making
Analytical Skills
Client Orientation
Relationship Management
Presentation Skills
Decision Making
Analytical Skills
Client Orientation
Relationship Management
Presentation Skills