Job Description
Role Synopsis
The role of a senior team leader would be to hold responsibility for a critical business team with an accountability to represent the multiple functions across the region for administration & change management. The teams would manage B2B customer interactions (Voice/Email/Chat) across our retail store network in the Americas. The role would essentially need to enable a smooth functioning of a retail business with revenues over $2 Billion annually.
The candidate is responsible to ensure effective stakeholder management, change management, focus on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain robust relationships with business partners. It’s critical for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day-to-day operations.
This will be a
24/7 support role
which would require a flexible schedule in terms of working hours & working days supporting the
US time zone
.
The candidate needs to play a key role in building an open & approachable culture in the business, with a constant endeavor to achieve the organizational strategic objectives. This role is accountable for maintaining connectivity with the businesses that are supported by processes delivered within the team and shares standard methodologies in the team and with partners.
Key Accountabilities
- Lead the team to ensure safe and silent run for the team's processes. Ensure the activity is being carried out in a well-controlled, timely, and accurate manner and in line with the expectations of our customers.
- Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality.
- Understanding the relevant procedures and processes for the relevant businesses, as well as the internal
📌 Customer Experience Senior Team Leader (Pune Division)
🏢 Bp
📍 Pune Division
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