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MNC Hiring Customer /client Servicing Manager for a BPO Process

Job Description:


1.Client Management:
a.Client communication: call/mails/: major time
b.Follow-ups on tasks: 25%
c.Data requirement: Adhoc analysis on customer behavior indicators like, complaints, queries and requests or A particular segment issue like client service line/product line.
Competition data comparison: service trend comparisons, response management (rate/time/TAT/promotional activities and other KPIs comparison). May involve going to client website
d.Process related updates & dashboards(Ppt., excel charts-reports)
e.Good at RCA and corrective POA for escalations(wud require exposure to SOPs, products and services of client)

2.People/Team Management:
a.Mainly Roster plan
b.Update the team on client updates on processes/application/product or services: stand up meeting with mails
c.Escalation with feedback to teams, discuss learnings OR one on one feedback on specific correction..COACHING approach
d.Team review on KPIs (agent tracking weekly basis) or close monitoring depending on case if required
e.24*7 accessibility to team
f.Counselling on interpersonal or personal things

a.Based on prospecting client, market research
b.Mostly data supplement, sometimes a complete pitch

4.Basic working knowledge of facebook and twitter functionalities to strong background of social brand management

5.People from Social Media /Telecom Domain Preferred.

Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Assistant Manager/Manager -(NonTechnical)


Team Management Client Servicing Market Research Client Management Social Media Brand Management Client Communication


Desired Candidate Profile:


UG: Any Graduate – Any Specialization, Graduation Not Required
PG:Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required
Company Profile:

Ogilvy ( is one of the largest marketing communications networks in the world. For two consecutive years (2012 and 2013) Ogilvy was named the Cannes Lions Network of the Year and the World’s Most Effective Agency Network by the Effie Effectiveness Index.

PennyWise Solutions,a part of Ogilvy’s global network is a full service digital and software solutions provider based in Hyderabad, India. Penny Wise leverages its in-depth understanding of Social, Mobile, Analytics and Cloud (SMAC) to deliver integrated digital solutions

Email Address:[email protected]
Reference Id:BPO ORM Manager