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Lead - Client Services

JobsCafe.com
Experience :  3 - 4 Years

Location :   Delhi/NCR

Industry Type :  BPO/ITES

Functional Area :  ITES/BPO/KPO, Customer Service, Ops.
 
Job Description

Provide direction to HQ Operations for performance improvements
Track trending of Attributes and provide solutions
Subject Matter Expert on HyperView- will train your team and continue to look for efficiencies operationally for your organization
Participate in Calibration Sessions to ensure HQ is meeting clients objectives
Ensures that all clients are operating and performing their activities according to SOPs and the contract as written and mutually agreed upon and make appropriate recommendations for an adjustment in an event of non compliance.
Create and host Quarterly Business Reviews and conferences with statistical analysis and performance improvement recommendations to promote our services and overall business goals as and when required.
With the help of correlation and regression analysis identify possible opportunities to facilitate client’s growth.
Highlighting the metrics that add value to the client revenue.
Oversee HyperView modifications for ad-hoc reporting

Ensure invoicing is correct and accurate

ROI analysis and development
Will deliver daily, weekly and monthly performance reports
Comparing week over week and month over month performance for consolidation into a QBR
Prepare, participate and lead QBR presentations and discussions either in person or via phone
Ad-hoc reporting: Look for business intelligence gathering and trends.
Finding ways to provide information to clients marketing and training teams.
Doing hypotheses testing, usage of normality test helps in understanding client’s data and to suggest improvements.
 
Desired Candidate Profile

3 to 4 years of International BPO experience in Quality or Operations
Excellent business communication skills
High skill proficiency with MS Excel and MS PowerPoint
Active listening & critical thinking skills
Flexible working in a 24/7 environment
Passion towards Quality and Performance Development
Based in Delhi/NCR

Keywords :  client calibration ,High skill proficiency with MS Excel; excellent

communication skills


If you meet the above mentioned criteria, apply online

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