Senior Manager – NPS & Escalation Management

Hiring for HR Ace

from 10 to 13 year(s) of Experience
Delhi NCR, Noida

Job Description

  • Major Deliverables
To Manage Escalation desk & NPS
Escalation Management of complaints received from various avenues including senior leadership, Social Media, Appellate, TRAI, Website and others
Deriving RCA (Root Cause Analysis) & implementation of CAPA (Corrective Action Preventive Action)
Process Correction/ Re-engineering on basis of gaps identified – Ensuring Process and made live & measure efficay
Handling escalations from LE SPOCs
Driving organization-wide NPS (Net Promoter Score) tracking & improvisation, based on analysis of Detractors & Passives; execution of corrective actions basis VOC (Voice of Customer)
Managing Team/Vendor/Partner for CTI & NPS Calling
Functional areas
To ensure reduction in Escalations
To ensure Trackers are published timely
Share RCAs with customers timely
Vendor management
CTI survey tracking
Compliance & Quality check of survey
Service Gaps identification & corrections for low NPS

Required Candidate profile

Essential Attributes:                  
Operational knowledge of service operations will be an added advantage.
Process Improvement / Mapping skills. Also required to have Relationship Management experience and track record.
Computer skills in power point, excel, word & Microsoft project
Problem Solving
Decision Making
Analytical Skills
Client Orientation
Relationship Management
Presentation Skills

Key Skills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

HR Ace

HR Ace is a proprietorship firm founded and headed by Gurpreet Jaggi. We believe in the value of exceptional talent in the delivering transformative results for our clients. We strive to build long-term relationships with our candidates and clients We focus on comprehensive selection, placement, and training of high quality talent at various levels ranging from mid to senior level management across multiple industries. Our team comprises of experienced recruitment and training professionals with in-depth knowledge of various sectors.
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Contact Company:HR Ace


Not Disclosed by Recruiter


Telecom/ ISP

Functional Area:


Employment Type:

Full Time, Permanent