Job Description:  Are you passionate about Customer Service/Support and have experience in leading a team? Do you count people and project management as your strong suit? If yes, this is the opportunity for you to be part of an eCommerce giant making in-roads into Indian eCommerce domain.   Hiring for the position of "Customer Service Manager", Looking for experienced professionals in People Management and Project Management in Customer Service/Support domain (preferably BPO,ITES). Knowledge of Six Sigma, Lean Process preferred.   - Minimum experience of 4+ Years in Assistant Manager role.  Position Description: Customer Service Manager  Location: Hyderabad, India   Reportees: Associates and Senior Associates/ Leads   Reporting to: Operations Manager, Hyderabad Customer Service (IND)  Summary of Responsibilities   If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and team leads, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career youre looking for!   A Customer Service Manager (CS Manager) in our Hyderabad Development Center sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction, by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels .   Key responsibilities include:   Project Management:  - Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.  - Assist in developing and implementing training programs to improve the quality and productivity of the team.   Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.   - Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-term goals.  - Independently build relationship with Cross functional teams to enable skill/ team performance and improve customer experience  People Management:  - Leading and developing a team of 25-30 associates; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill.  - Lead and drive the continuous improvement culture through kaizen and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.  - Carrying out supervisory responsibilities in accordance with Client's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.   - Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom team leads into future CS Managers  - Leading Site level initiatives, Primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc and may require interface with other sites in network  - Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken  - Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managers  - Develop and Achieve performance goals and objectives in line with the network wide vision and goals.  Knowledge & Skills Required:  - Demonstrated ability to build, develop, direct, and manage a group of people  - Ability to support Business and provide solutions to customer pain points  - Ability to handle complex and ambiguous scenarios  - Ability to organize, prioritize and schedule work assignments  - Ability to make administrative and procedural decisions  - Proven ability to manage reporting and analysis  - Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations  - Ability to effectively and efficiently complete difficult goals or assignments  - Can adapt well to changing circumstances, direction, and strategy  - Strong interpersonal and communication skills  - Confident in using Microsoft Package (especially Excel)  - Fluent English skills are required for this role  - Knowledge of Six Sigma/Lean Processes  - Project Management  - Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)   - Exceptional skills in data manipulation and analysis  - Ability and desire to relocate to take advantage of future growth opportunities  Position Qualifications: Bachelors degree  Experience Range: 5 - 14 Years  - An MBA is a huge plus  - 5 plus years of relevant supervisory experience.  - Advanced computer skills using a variety of programs highly desired  - 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day  Applicant need to be in People Management role.

Hyderabad

Manager - Customer Service - eCommerce 

Manager - Customer Service - eCommerce  ,Job Description for Manager - Customer Service - eCommerce  in iMindYourBusiness in  Hyderabad for (6-14) years of experience. Apply Now!

Job Description for Manager - Customer Service - eCommerce  in iMindYourBusiness in  Hyderabad for (6-14) years of experience. Apply Now!