Acacia Communications Jobs 2023 Apply Online Quote & Order Manager vacancy Jobs in Across India - News

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 focused on streamlined, high-speed operations. The team works with Cisco's sales teams as well as our customers and partners, ensuring a high quality and consistent service, optimization and providing processes that work with these collaborators 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 Cisco's customer, partner, and internal stakeholders. 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.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.Job Description - Customer Service Manager

• Lead theatre critical issues E2E by proactive monitoring and upon request as an escalation 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 follow through on CSAT and feedback
• Accountable for handling assigned projects, customer satisfaction and issue resolution
• Support Top Deals for the theatre and proactively monitor execution, un booked 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, handle 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 Are

Qualifications

• BA/BS degree or equivalent plus 3-5 years operations experience
• Strong problem-solving skills and analytical skills
• Ability to use data to identity issues and opportunities
• Effective communication (both written and verbal) and influencing skills are required
• 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
• Demonstrated leadership in resolving customer issues
• Industry/Technical/Business knowledge
• Skilled negotiator between internal third parties

We Are Cisco