- Manage performance of OTC Customer Service Function and personnel through metrics
that address quantitative, qualitative, and fiscal key performance indicators (KPI’s);
- Provide leadership and assume responsibility for key support services including, but not
limited to contact center support, training, procurement support services and production support
- Manage a team of 50+ Order to Cash resources for a large sized company and possess excellent domain & hands on expertise;
- Ensure delivery per customer expectation along with meeting defined SLA and ensure customer satisfaction;
- Communicate, coordinate & initiate actions ensuring seamless & smooth function of the
- Provide written documentation to appropriate team members and client addressing each facet of implementation for every project, to include an overall rollout plan, timelines, and project.