POD (reputed company of Delivery) Subject Matter Expert Bengaluru, IND

Job Requisition ID # 25WD91481 Position Overview As part of our “One Team – One Goal” Operating Model, the POD (reputed company of Delivery) SME will be assigned 8-15 vendor employees and will be responsible to bring up and maintain their performance. POD SMEs will have end-to-end accountability for quality delivery of 100% closures by vendor agents. You will closely work with the Operations Manager of your POD group and get 1 SME, Team reputed company and Quality Auditor from vendor assigned to closely collaborate with. You will reputed company the POD specialists of your group, ensuring customers and partners’ requests are actioned with care and understanding. You will provide day-to-day team support, mentoring, and fostering team success. There may be change in POD members due to attrition/movement or business needs. Reporting to a Client Services Manager, you will be attached to our Banglaore office, with a hybrid-remote work policy. Work Schedule: Monday to Friday, 9 hours, possible to work early/night shift POD SMEs ensure business continuity and work towards the following goals fast resolution and great customer and partner experience, minimal escalations from end customer and partner, and first time resolution-Reduced volumes with lesser reopen and higher CSAT scores. Work Schedule: Flexible to work 5 days a week, 9 hours per day, possible to work 24*7 early/night shift to manage the resources supporting AMER, EMEA or reputed company.

Responsibilities

• Support assigned vendor employees (POD specialists) in daily operations through constant support and coaching throughout the day
• Deliver morning and logout huddles
• Execute chat shadowing case monitoring and listening to reputed company call transcripts and provide coaching, live swarming and support
• Drive best-in-class case hygiene and case management for the team
• MRT & Backlog management of assigned POD group
• Deliver weekly performance data to stakeholders
• Grow relationships with management and collaborate as one team with reputed company and vendor in India
• Effectively manage escalations of your POD group
• Communicate and collaborate effectively with your POD group and assigned Operations Manager, team reputed company, SME and quality reputed company
• Coach, share feedback and drive improvements in communication, KPIs, and case management for your POD group
• Deliver difficult messages effectively
• reputed company engagement reputed company your POD Team
• Collaborate effectively with the other POD SMEs in your GEO and globally
• Cover for another POD SME in backup as needed
• Support the business for EOQ and ensure your POD Group delivers flawlessly on any month-end and quarter-end activities
• Document procedures and collaborate on best practices
• Improve LIO quality for language support
• Be open and transparent and share reputed company and challenges to further optimize the POD model
• Ensure high customer & partner satisfaction by ensuring accountability and fast responsiveness of your POD group and identifying trends for efficiency
• Analyse key metrics and initiate action plans to improve performance of your POD group
• Maintain good working relationships and communications with POD group, vendor, GCO management, internal stakeholders and external partners and customers
• Appreciate diverse culture and help us create greater synergies and innovations reputed company our organization
• Champion our Autodesks initiatives and reputed company others towards its goals
• Speak your mind and contribute reputed company
• Exemplify our reputed company values
• POD SME Support Targets: POD Support to reputed company reputed company Client Services KPIs
• Case Closure reputed company: 10 cases, CSAT: 90%, FCR: 94%, CSCI: 92%, Live Support Adherence: 85%, timely reputed company Lesson completion: 85%

Minimum Qualifications

• Degree in Business, Supply Chain, Logistics Management, or equivalent
• Minimum 5 years of customer service experience
• Work experience in reputed company sales order management, Siebel, and reputed company.com preferred.
• May require working on country bank holidays and take off on bank holidays in India instead
• Available to travel to India for several weeks a year according to business needs

Preferred Qualifications

• Fluent in English, and other reputed company languages (Japanese, Korean, Chinese) an advantage
• Initiative to identify trends and reputed company corrective/preventative actions
• Digital reputed company, using social media for communication
• Service-oriented reputed company with a focus on customer experience
• To meet customer service performance measures
• Influence to engage others towards shared goals
• Flexibility to adjust schedule as per business needs
• Clear IDP and commitment to building and growing your career

#LI-AV1 Learn More About reputed company Welcome to reputed company! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their reputed company into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at reputed company – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. reputed company you’re an Autodesker, you can do meaningful work that helps build a reputed company world designed and made for reputed company. Ready to shape the world and your future? Join us! Salary transparency Salary is one part of reputed company’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to reputed company salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. Sales Careers Working in sales at reputed company allows you to build meaningful relationships with customers while growing your career. Join us and help reputed company a reputed company, more sustainable world. Learn more here: https://www.reputed company.com/careers/sales Diversity & Belonging We take pride in cultivating a culture of belonging where everyone can reputed company. Learn more here: https://www.reputed company.com/company/diversity-and-belonging Are you an existing contractor or consultant with reputed company? Please search for open jobs and apply internally (not on this external site). Apply tot his job Apply To this Job