Manager Customer Service
Eaton
Total years of experience :13 years, 10 Months
As Manager Customer Service, responsible for making key strategic decisions - profit plan, resource management, drive operational deliverables, efficiency, lead transition activity and relationship management with internal-external customers. It is a Customer Service process comprising of 40 professional’s working on transactional activities - Order and Quote Entry, Analytical-Reporting, Portal-Proofreading, L1 Technical Support (Siebel CRM) and Project Management.
Job Profile
• Prepare and manage budgets and resources across projects.
• To lead/ manage all aspects of operations with emphasis on service delivery and continuous improvement.
• Ensure team follows established procedures for every service request, including logging, processing and follow-ups. Adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
• Examine the effectiveness of existing processes in meeting the business objectives.
• Implement and analyze reports for improvement opportunities. Create roadmap for business process improvement. Reduce variation/waste, cycle time and cost.
• Improve Operational efficiency and standardization. Improve the quality and reliability of services rendered to our customers and stake holders.
• Identify resource-technology requirements and architecture changes necessary to facilitate the proposed process improvements.
• Set clear objectives and monitor progress and delivery of KPIs for team.
• Make client-focused, data-driven balanced decisions.
• Provide direct, timely and effective communication to all stakeholders.
• Escalation Management - Manage business escalations and expectations.
• Lead transition activity - identify-define-document scope of work and work flow design, , timelines, skill-set Identification and hiring, planning knowledge transfer, metric-SLA identification and base lining, resource calculations and validation, risk assessment and mitigation.
• Drive Employee Satisfaction - Manager Effectiveness and Employee Engagement activities (leading to lower attrition and higher efficiency)
Notable Accomplishments:
• Productivity Output increased by 40% Y-o-Y in 2012. TAT improved by 10%. Rework reduced by 5% annually.
• Improvement in Employee Satisfaction - Employee Engagement and Managerial Effectiveness parameter from sub 30% to 90%.
• Y-o-Y Annual Attrition reduced from 100% in 2011 to 35% in 2012.
• On-time Delivery improved by 20%. Past Due Maintenance (Backlog Management) restricted to below 5%.
• Reduced Overall TAT Cycle of requests by 2 days.
• Designed and Implemented - Process Dashboard, Task-Activity Level Daily-Weekly-Monthly reports and Agent Scorecard.
Jul’10-Sep’11 working as AM Operations, responsible for managing day-to-day 24/7 operation for technical process.
Job Profile
• Lead a team of professionals comprising of Team leads, SME’s, CSR’s, Quality, RTA and trainers (process-VnA) responsible for meeting Service Delivery metrics. Ensure SL deliverables are met.
• Continuously drive employee metrics. Improve efficiency metrics like seat/manpower utilizations.
• Responsible for heading and reporting metrics and delivery. Ensure integrity of data and reports and adherence to service level agreements. Delivery of all customer metrics and management of operations metrics
• Conduct Focus Group and work towards closure of open concerns from process perspective
• Facilitate-implement process improvement ideas and share best practices to improve efficiency.
• Ensure compliance to regulatory business requirements - system, support and process related documentation is up to date. Conduct continuous audits to ensure compliance & sound functioning of the processes.
• Review performance reports and dashboards to identify improvement opportunities. Conduct business reviews with leaders to give performance related feedback.
• Analyze reports and identify gaps. Liaison with Quality, Training and WFM team to formulate action plan to bridge them. Ensure the support teams goals are aligned and executed as per operational requirement.
• Provide accurate reporting, insight and decision support to the top management to expand services.
• Escalation Management - Manage user/ business escalations. Actively participate in ICCs (Calls during Priority 1 / Severity 1 issues).
• Create a participative work environment, with optimal stress and fun; facilitate employee satisfaction via various Team Engagement activities (leading to lower attrition and higher efficiency).
• Ensure adequate staffing levels to address contractual requirements in a 24/7 environment.
• Implement contingency plans by cross training resources to eliminate operational risk from absence / attrition. Manage resource allocation based on forecasted volumes and skill sets.
• Identify development plans for FLM and SME’s to facilitate career progression. Define KRA’s, KPI’s. Appraise performance within agreed deadlines and in line with procedure.
• Ensure resolution to major incidents and ticket compliance according to agreed ETA-process.
• Co-ordinate within the various departments in the organization to ensure that operational requirements are efficiently met.
• Resolve complexities that arise due to multi-functional team interactions. Work with multiple teams (Recruitment, CS, IT and Admin) having conflicting priorities and drive them towards a common goal.
