Service Delivery Ops Senior Analyst

Skill required: Next Generation Customer Operations - Service Desk Non-Voice Support



Designation: Service Delivery Ops Senior Analyst



Qualifications:Any Graduation



Years of Experience:5 to 8 years



What would you do?
The Team - Customer Support:The Customer Support team is the first point of contact for all our customers. We are responsible for providing excellent customer service through identifying issues quickly, providing effective solutions, educating the customer to reduce future avoidable contacts, and owning the customer query until resolved or escalating to the correct team. The customer service team identifies improvement opportunities aligned to our key objectives such as Customer Agent Impact Score (CAIS), First Contact Resolution (FCR), and transfers. Our customer support team is the first port of call for customers. It is vital we deliver excellent support to ensure we remain the most trusted cryptocurrency platform.

Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting, and contact center tools.

Coaching the team for success, turning all contacts into a learning improvement opportunity. Using performance management systems to understand team members performance and gaps.

Collaborating with CXO on product, process, and CX improvement programs.

Identifying customer improvement opportunities and recommending impactful solutions whilst collaborating with relevant leads to deliver on solutions.

Meeting with the ACNteam weekly or as needed to align on customer experience performance and programs.

Staying connected to the customer by spending at least one hour daily working on queries and handling occasional escalated issues.

Facilitating weekly huddles with agents focused on particular topics or metrics.

U

Understanding the top user issues and making recommendations to improve products and policies; supporting the team in being the voice of the customer to the rest of the company. Telling the story by bringing clear insights and numerical impact.



What are we looking for?

2 years of people management experience in a contact center, BPO, or vendor management environment.

Fluency in English, both verbal and written. Versant 5 required.

Experience working in a crypto company.

Experience in a lean, Kaizen, or other customer-centric programs.

KPIs - daily, weekly, monthly.

Issue resolution, FCR, CAIS, Transfers, Productivity.The Role - Team Leader:

Leading a team with responsibility for all daily activities impacting the customer experience.

Utilizing live, legacy reports, tooling, and systems to understand what is happening at any point in time.

Coaching team members at all levels; development of poor performers whilst also inspiring top performers.

Providing guidance by â"show me rather than tell meâ" to reduce future escalations and get team members self-sufficient.

Improving customer experience by working cross-functionally to optimize planning, staffing, performance management, quality, and training.

Identifying customer improvement opportunities and turning these into impactful actions.


Roles and Responsibilities:

Ability to thrive in a fast-paced multicultural team.

A curious mindset that seeks to learn, challenge the status quo, and improve our business.

Encourages openness and transparency whilst respecting individuals' privacy.

Respects and promotes equality, diversity, and inclusion.

Someone who is as interested in team success as personal success. A team player who can build a championship team.

An inspiring coach who can meet team members at their level and develop them into top performers or for promotion.

Understanding the differences in mindsets, types of learners, and the ability to apply different motivation techniques and coaching styles.

An excellent communicator proficient in communicating at all levels and channels.

Experienced in delivering high-quality results and implementing â"best practiceâ" customer service, sales, and account management within contact centers.

Knowledge of solution design processes, procedures, and operating models, and highly proficient with contact center technology.

Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions.

Analytical with an understanding of trends.


Qualifications

Any Graduation