Sr Customer Support Manager - BPO

LOCATION : Bangalore, India

REPORTEES : Associates

REPORTING To : Site Leader /Operation Manager, Bangalore

Summary of Responsibilities :

- Will be responsible for ensuring that standards for productivity and quality assurance are met by the team of Customer Support Associates and SME / Team Leads (team size of approximately 20 dependent on time of year)

- Key responsibilities include:

- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals

- Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction

- Monitor real time service levels and schedule adherence

- Serve as leaders and point of contact for escalated contact resolution of a supervisory nature or complex problems

- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change / Kaizen initiatives as required

- Active participation in building TAM team & raising the bar in hiring process

- People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition

- Ensures employees growth & development, set priority, drive motivation & engagement for employees

Knowledge & Skills Required:

- Demonstrated ability to build, develop, direct, and manage a group of people

- Ability to support Business and provide solutions to Seller 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 Seller 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)

- Experience of working with in-house or 3rd party Knowledge Management or CRM System

- Fluent English skills are required for this role

Position Qualifications:

- Graduate degree in any discipline

- Management experience preferred

- 3 plus years experience with Seller/ Customer service required in International Process

- Voice / Non Voice

- 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

- Significant email and online Seller/ customer service experience preferred