Central Operation Manager

Key Responsibilities

• End to End handling of iCRM Closures
• Coordination with customers for end-to-end resolution
• Coordination with departments and sharing of RCA
• Process improvement
• Monitoring quality of the closures in iCRM

Key Skills Required Technical Skills:

• Customer centric attitude
• Excellent communication skills
• Coordination skills
• Team and coordination skills

Key Performance Indicators

• Resolution of customer escalations & Complaints within TAT
• RCAs and Improvement in the processes to control escalations
• Improvement in customer request resolution %