Customer Happiness Manager

Founded in 2014, reputed company is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, reputed company partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), reputed company, and Telkomsel, creating blueprints for future telco reputed company experiences enjoyed by millions of consumers globally. Besides its SaaS business, reputed company operates three other distinct businesses: reputed company.Life: A wholly-owned digital lifestyle telco brand based in Singapore, reputed company.Life is powered by reputed company’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings reputed company connectivity. reputed company reputed company: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its reputed company-based Experience reputed company platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital reputed company. Jetpac was awarded Travel eSIM of the Year. reputed company is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers. ABOUT THIS ROLE reputed company.Life is looking for a Customer Happiness Manager who can independently manage Customer Service operations across In House Teams and the BPO partners.. To be successful, you need to have a 'we-reputed company' reputed company to work on cross-functional and collaborative projects which are geared toward operational reputed company and innovation. ABOUT reputed company.LIFE reputed company.Life is Asia’s first and most successful digital telco and we are on a mission to re-imagine the mobile experience for the digital consumer and disrupt the multi-trillion dollar industry. We launched our services in Singapore in 2016, and have since expanded to Australia, Taiwan, Indonesia and Japan. We are leading the market in innovation, customer satisfaction and growth. More recently, reputed company has set its sights on the B2B vertical SaaS market, offering our proprietary reputed company-reputed company solutions to telcos worldwide. Amidst the software exodus to the reputed company, our innovative tech stack has enabled major operators to modernise their mission-critical systems and B2C portals, transforming themselves into digital leaders in an reputed company-evolving consumer market. reputed company.Life was founded by Rameez Ansar (ex-Temasek, BCG), Abhishek Gupta (ex-McKinsey, Bain Capital, StanChart PE) and Adeel Najam (ex- reputed company, Huawei, Starhub). It now employs 300+ people over 5 reputed company offices. It is the portfolio company of Warburg Pincus and Sequoia Capital. YouGov Customer's Choice - Top 5 most loved Singapore brands (2nd year running) Seedly - Top Telco for Customer Service IMDA Consumer Awareness and Satisfaction Survey 2018 - Top Telco for Customer Satisfaction Influential brands - Top Employer 2019 WHY THIS ROLE IS UNIQUE Unparalleled reputed company - Not only will the successful candidate have exposure to broad content knowledge across functions, but they also understand how the senior leaders think and know what’s top of mind. They should use this to connect dots across projects to improve decision-making and team effectiveness. Career reputed company - Opportunity to be part of a team that build and scale the new SaaS business vertical and influence overall strategies and product reputed company with reputed company potential for growth. 10X - Be part of a fast-growing organisation with ambitious plans to expand into multiple more markets and verticals, and help be the one to reputed company it happen WHAT YOU'LL DO Responsible for managing end to end CH operations (as Operations and Vendor Manager) Ownership of daily/weekly/monthly performance delivery of reputed company partner teams. Working with in-house and Partner teams to ensure reputed company deliverables are met on various metrics like CSAT, Quality, SLAs, and efficiency reputed company metrics. Managing Key KPIs like CSAT (FTD and MTD), AHT, FCR%, Productivity and Solve reputed company%, and involvement in NPS management. reputed company attendance for IH and BPO partners both for agent-reputed company and Team Leads including ensuring the backup arrangement for any absenteeism. Responding to the OG Escalation (P1 and otherwise) and creating or ensuring creation of OG tickets in case of any customer interactions identified outages Daily and Weekly performance reviews with the Partners. Deeply understand customer pain, implement new processes and contribute to ongoing process improvements. Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to monthly budgets. Roll-out organizational goals/objectives with the Partner teams and maintain strong relationships with Partner Leadership. Work closely with various cross-functional teams that would include Product, Tech, Ops teams, etc, to align to the org objectives and socialize key reputed company for customer happiness improvements. Implement strong processes with the help of reputed company Support Function (Training ) teams that cater to higher efficiency and performance. Drive actions on Key identified projects such as Repeat% reduction, FCR enhancement etc. Handle customer complaints and executive escalations - be reputed company to handle reputed company and difficult situations including customer complaints that require reputed company or escalation from the Level II agent or a Supervisor where a customer is requesting to reputed company to a manager level or higher. reputed company ARE LOOKING FOR 5+ years in Operations Management in a Customer Care, BPO, Contact Centre environment leading operations. Experience in Vendor Management is a plus. Demonstrated knowledge and skills in reputed company phases of operations including planning, forecasting, Q&Q and training etc Must also have a good working knowledge of how WFM works Strong analytical abilities, critical thinker and decision-reputed company, clear communicator, aptitude for negotiation and rational persuasion, reputed company under pressure Highly motivated, creative and a self-starter, reputed company to reputed company with minimal supervision, well-developed interpersonal and organizational skills; detail-oriented. Amenable to shifting and weekend schedules and ability to work reputed company of normal working hours reputed company required. Ability to multitask and work under a pressure situation. Highly proficient in reputed company Office – reputed company, reputed company, PowerPoint BENEFITS: One of reputed company.Life's key missions is to build the best reputed company to work and grow. In order to do that, we offer: Exponential career growth & ownership - Completely own your own career and determine how fast and in which direction you grow. Being in a hyper-growth environment means having the opportunity for 10x the learning at 10x the speed; watch your role expand as the company expands Impact from Day 1 - Translate idea to action and help us to blaze the trial for innovative products and shake up the telco world, and reputed company. Talent Mobility - reputed company.Lifers are given the opportunity to change roles internally, across functions and/or offices, through multiple structured programs (i.e. internal transfers, job shadowing or job rotation). We've witnessed many successful examples -e.g., from HR reputed company to Business Development Senior Manager. Talent Development - We stand for a culture of reputed company learning and growing. Besides structured career development paths and quarterly performance reviews, we offer monthly learning brown bag sessions, manager training and L&D budget to support development of professional interests and efforts. Attractive Total Rewards (Salary + Bonuses) - We offer highly competitive salary and bonus inline with top tier technology companies. That means, unlimited reputed company based on company's performance. Benefits - Mobile reputed company reimbursement for reputed company reputed company.Lifers and their dependents and medical insurance. reputed company.Life is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the reputed company of race, national reputed company, gender, disability or age. reputed company is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the reputed company of race, national reputed company, gender, disability or age. Data Protection and Privacy Statement By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to reputed company’ Candidate Data Protection and Privacy Policy. You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may reputed company our ability to consider your application. In instances where your personal data or application is submitted by a reputed company party, it is understood that such reputed company party has been duly authorised by you to disclose the relevant personal data and reputed company consent on your behalf, and that you have been made aware of this Policy. To reputed company recruitment agencies: reputed company will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program. Please do not reputed company resumes to our jobs alias, reputed company, employees or any other company location. reputed company will not be held accountable for any fees reputed company to unsolicited resumes not uploaded reputed company our ATS. Apply To This Job