Program Manager
Summary
Experienced leader responsible for managing and leading a team of 22 associates, delivering exceptional customer experience in the North America (NA) and Japan (JP) markets. Successfully established new business program teams through hiring, training, and mentoring new associates. Demonstrated a strong focus on driving continuous performance improvement by identifying and eliminating barriers to accuracy, productivity, and quality. Notable achievements include achieving a customer positive rate of 95% for JP (goal > 91%) and 93% for NA (goal > 89%) by implementing the 'Rosetta' tool to enhance communication with Japanese customers. Increased network volume by an impressive 114% through improved throughput and reduced average handle time. Streamlined processes and saved 30.5 additional hours per week in the NA "Message-Us" chat channel. Led site-level initiatives to ensure timely publication of monthly performance for 2300+ associates, with 79% of queries closed within 3 days. Successfully spearheaded the expansion project for the CS NA network by establishing a chat channel for HBS, which involved training a team of 185 associates and 6 managers. Additionally, established the first-ever JP Business team in India, upskilling 14 associates and achieving an average network goal of 88% within 2 months.
Expectations
- Stability
- Ability to provide relevant training
- Work life balance
- Opportunity to lead programs
- Exposure in terms of mentorship
- Right guidance with right leadership
Employment Preferences
Expected Base Salary
*,*00,000 INR
Academic Degree
Experience
Total Professional Experience
Skills
Contacts are hidden
Send a connection request to the candidate to get their contact details.
Contact Candidate