Skill required: Next Generation Customer Operations - Customer Service Technology
Designation: Delivery Operations Specialist
Qualifications:Any Graduation
Years of Experience:7 - 10 years
Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsibilities:- Empower resources who commits to Client Service Team/Service Delivery Team to work and agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope
- Assign team resources to work on communicating allocated budget, schedule, macro approach and deliverables
- Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule,
and with appropriate quality
- Manage resources to achieve these assignmentsa transformation from a necessary function for resolving customer problems into a value- generating service that is a strategic differentiator in the market.
- Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings
- Maintain team??s work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status etc.)
- Approve team members time sheets, identify source of any variances and drive plans to correct the same
- Identify and manage issues and risks and act as an escalation point within the team
- Work with other delivery managers and project managers to ensure Client Service Team/Service Delivery Team understands their accountabilities towards delivery and to work across the teams as neededPlatform and so