National Planning Lead Role
This role plays a pivotal part in the smooth execution of service planning processes and workflows. The National Planner Lead is responsible for continuous evaluation and enhancement of planning functions in collaboration with other teams.
Key Responsibilities:
* Process Redefinition: Continuously evaluate and maintain the application process for CRM systems in consultation with relevant stakeholders.
* Training and Support: Provide technical support to teams, resolving issues that cannot be addressed at the first level. Train planners and administrators on CRM usage and enhancements as they are introduced.
* Scheduling and Allocation: Guide planners in scheduling and allocating technician work, including conversion and quoted jobs.
* Customer Education: Educate internal teams on CRM tools and principles to foster a customer-first culture.
* Onboarding and Continuous Learning: Support onboarding and continuous learning for roles that influence customer experience.
* Customer Metrics Tracking: Track and report on key customer metrics such as NPS, CSAT, and service quality indicators.
* Customer Sentiment Analysis: Analyze customer sentiment and provide actionable insights and recommendations to leadership.
* Cross-Functional Collaboration: Collaborate with cross-functional teams to align internal processes with customer expectations.
* Customer Relations Management: Manage customer relations by responding to incoming emails and resolving queries within SLA targets.
* Resource Utilization: Monitor resource utilization and generate relevant reports.
* Task Coverage: Provide planner task coverage during planner absences to ensure continuity.
* NPS Program Coordination: Coordinate the NPS program nationally, acting as the process owner and ensuring effective service delivery and feedback analysis.
Requirements:
* Strong analytical and problem-solving skills
* Excellent communication and interpersonal skills
* Ability to work collaboratively in a team environment
* Experience with CRM systems and process redefinition
* Strong customer service skills
Benefits:
* Opportunity to work in a dynamic and innovative environment
* Collaborative and supportive team culture
* Professional development opportunities