Field Operations Assitant Manager - India
₹400-750 INR / час
We (freelancer.com) have an exciting opportunity to join our team and be a part of this amazing project during an amazing growth period. The responsibilities include developing strategies for improved efficiency and increased profit in the existing cities, monitoring and ensuring that the KPI’s are delivered, providing guidance and support to the internal team, ensuring compliance with health and safety regulations, and collaborating with stakeholders and other departments.
One should have excellent interpersonal, communication, and presentation skills. Outstanding candidates are able to analyze processes and develop effective improvement strategies.
Work from home
6 Days work week
Full time freelancing
Managing the performance and delivery of field support in multiple existing locations across India.
Escalation management - track and drive resolution in a timely, proactive manner.
close escalation. Manage customer escalations and coordinate resolution with key stakeholders (internal and external) by working cross-functionally to ensure client SLAs are met.
Assembling the team responsible along with the Escalations Manager, Dispatchers, the FSE’s, Backend Support, sNPS Coordinator and all other partners in the areas of expertise in the escalation matrix and monitoring for timely closures thereby ensuring accurate and timely reporting of process performance to all stakeholders
Reviewing processes and ensuring continuous improvement initiatives are run to help improve processes. Lead improvements by monitoring dashboards and emails to proactively monitor trends and customer escalations. Facilitate and report on daily escalations to ensure appropriate visibility of key customer issues with escalation status
Leading, mentoring, and coaching escalation managers, field engineers and dispatchers.
Encouraging growth and expansion within existing cities in all parameters.
Senior point of contact for all operational needs within the team.
Liaising and follow ups with different departments to come up with improvement strategies and closures.
Setting targets and business goals, and working alongside the team to achieve these goals.
Identify and implement training & development needs of the Escalation Managers, Dispatchers & FSE’s.
Experience & Skills:
Operational management experience.
Bachelor’s degree in business or IT.
Process improvement experience.
Deadline-driven with strong analytical skills.
Ability to evaluate and train staff members.
Excellent leadership qualities.
ID проекта: #34239088