Job Description

:

• Focus efforts and partake in all cadence meetings on deal prioritizations; exception handling and highly critical cases (xe2x80x9cRed Buttonxe2x80x9d)
• Collaborate with agents on deep-dive knowledge in preparation work for effective cadence meetings
• Hands-on with L1 escalations and resolve challenges before any official management escalations. Daily involvement in support to agent and Seller on all relevant discussions and meetings
• Providing accessibility and agility to cross-support regional POD teams on prioritized / urgent cases
• Supporting Service Delivery Leads on meetings with Sales Leads on feedback and issues as needed
• Exception handling: Manages exceptions that are needed to process a deal that does not follow the standard processing rules.
• Deal prioritization: Reviews prioritization requests from MS and works with operations to prioritize the cases and follow through providing regular updates to the requestor.
• Deal consulting: Works with MS business support teams to review critical deals and identify the exceptions required to process the deal and the level of approvals needed
• Escalation support: Manages cases that have been escalated and provide resolution working along with operations.
• Identify potential opportunities for process & policy enhancement to improve efficiency and experience.

Requirements:

• 6-7 years (for 5B) of experience in a BPO environment and 3 years in managing a team.
• Any Bachelor's degree.
• Good problem-solving skills.
• Understand client needs and provide solutions
• Experience in working on Lead to Cash would be handy

Skill Set:

• Exceptional communication skills (written and Verbal)
• Proven ability to manage Escalations with Customers (preference: currently performing this role)
• Excellent customer service and interpersonal skills
• Ability to work collaboratively with multiple stakeholders
• Good analytical skills
• Pro-actively identify and address issues
• Excellent time management skillsAbility to effectively triage based on complexity/criticality

Role Designation235BOMNCUS Operations Manager - Customer ServiceInterest GroupInfosys LimitedRoleOperations Manager - Customer Service - USCompanyITL MalaysiaSkillsetTechnology|Oracle Cloud|Service Contracts Cloud

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