19 days old

Customer Service Manager- Order Management(Six Sigma)

Cisco
Bengaluru, KA 560002

What You'll Do

As a Customer Service Manager, you are accountable for the optimization of the services delivered by one of the theatre in Asia Pacific Regional Customer Service. You are responsible for the performance of your theatre and BPO vendor. You will represent your theatre in the regional and global team to ensure the theatre perspectives are accounted for in the business transformation.

In this role as Customer Service Manager you will

  • Lead theatre partner concerns E2E by proactive monitoring and upon request as a partner concern point of contact for sales and partners/distributors
  • Be accountable for the delivery performance of the BPO vendor and theater performance of the Global Back Office. Responsible for meeting targets on a defined set of key business metrics.
  • Lead regular monthly operations reviews with managers and regional operation on performance metrics. Perform root cause analysis on persistent front office and back office performance and process related issues.
  • Engage with theatre partners, such as Sales, Partners and Regional Operations, to understand business needs and challenges.
  • Collaborate with IT, Manufacturing, Logistics and cross functional teams to address theatre requirements, and process, tool or policy issues.
  • Drive operational excellence by leading specific focus areas, initiatives and projects
  • Proactively monitor day to day and weekly performance of front office and back office teams and take necessary actions to improve process and customer experience, review address and keep a tight loop on CSAT and feedback
  • Accountable for managing assigned projects, customer happiness and issue resolution
  • Support Top Deals for the theatre and proactively monitor execution, unbooked orders and holds, drive weekly, Month/QE coverage and support for the theatre along with Regional Operations, engage with commit leads to prioritize key orders and complexities related to deals and orders
  • Coach front office agents, update and track knowledge articles, manage feedback - ensure feedback loop into vendor training and quality teams to ensure common issues are addressed across all of our vendor community.
  • Assist with the management of BPO workforce and business planning.
  • Analyze theater data to share business intelligence and improvement opportunities to drive digitization and transformation projects with change management

Who You'll Work With

Cisco is making a pivot to recurring revenue an exciting opportunity with outstanding challenges. This team is at the forefront of the wave of change sweeping our company, and charged with scaling our annuity quoting, ordering, and provisioning processes to levels that our competitors can only dream of.

Customer and Partner Services (CPS) is part of the Operations Organization and is passionate about streamlined, high-speed operations. The team works with Ciscos sales teams as well as our customers and partners, ensuring a high quality and consistent service, optimization and providing processes that work with these partners in a globally consistent way.

Customer Services (CS) is the team that owns the end-to-end transaction experience and provides global and regional support to Customers, Partners and Cisco internal teams. CS organization is composed of Global Customer Services (incl. Global Contact Centers, Localization and Data Operations, Vendor Management Program Office and Partner Program Services teams) as well as Regional Customer Service teams.

The Regional Customer Service (RCS) team is accountable for the support experience for all of Ciscos customer, partner, and internal partners. We are centrally located at the intersection of process and execution in order to be directly empowered to deliver customer expectations before, during, and after they have signed a deal with Cisco.

Who You Are

Qualifications

  • BA/BS degree or equivalent plus 3-5 years operations experience
  • Strong problem-solving skills and problem solving skills
  • Ability to use data to identity issues and opportunities
  • Effective communication (both written and verbal) and influencing skills are required
  • Ability to champion improvements and work effectively as part of a team
  • Excellent project management abilities
  • Drive process performance and Six Sigma initiatives
  • Comfortable managing through organizational change management
  • Skilled with organizational governance
  • Strong eye for business
  • Collaborative and professional attitude toward peers/vendors
  • Patient and pragmatic under pressure

Desired Skills

  • General knowledge of outsourcing. Vendor management experience is a plus
  • 1-2 years of Process Improvement experience such as DMAIC, Lean, or Six Sigma
  • Project Management Skills - PMP
  • Advanced skills in Visio, PowerPoint, and Excel
  • Experience with Pega Business Process Automation Platform, Customer Service, Workforce Intelligence, and Robotic Automation in particular are a plus
  • Experience ideally includes process improvements and operations management
  • Advanced skills in Visio, PowerPoint, and Excel
  • Demonstrated leadership in resolving customer issues
  • Industry/Technical/Business knowledge
  • Skilled negotiator between internal third parties

Why Cisco

The Internet of Everything is a phenomenon driving new opportunities for Cisco and it's transforming our customers' businesses worldwide. We are pioneers and have been since the early days of connectivity. Today, we are building teams that are rapidly growing our technology solutions in the mobile, cloud, security, IT, and bigdata spaces, including software and consulting services. As Cisco delivers the network that powers the Internet, we are connecting the unconnected. Imagine crafting unprecedented disruption. Your groundbreaking ideas will impact everything from retail, healthcare, and entertainment, to public and private sectors, and far beyond. Collaborate with like-minded innovators in a fun and flexible culture that has earned Cisco global recognition as a Great Place To Work. With roughly 10 billion connected things in the world now and over 50 billion estimated in the future, your career has exponential possibilities at Cisco.

At Cisco, each person brings their rare talents to work as a team and make a difference.

Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything people, process, data and things taking ambitious risks to craft the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with rare personalities who aren't afraid to change.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more from Cities to your everyday devices.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.
  • Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified individuals will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, applicants with arrest and conviction records.
  • We are leaders with vision, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

Colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Be you, with us!

#WeAreCisco


GEM20


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Posted: 2020-02-07 Expires: 2020-03-13

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Customer Service Manager- Order Management(Six Sigma)

Cisco
Bengaluru, KA 560002

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