Advantage Club - Manager - Contact Center

Contact Center Manager

Advantage Club is a global platform for employee engagement and financial wellness, with benefits like

perks, rewards, and early wage access on a single platform. It aims to provide end-to-end solutions to

facilitate employee engagement through exclusive privileges and rewards by the brand partners, allowing them to reach out to targeted customer segments too.

Established in 2016, Advantage Club is a brainchild of UCLA postgraduates Sourabh Deorah and Smiti Bhatt Deorah who identified employee benefits as a space to create disruption using data mining and analytics.

Since then, it has been redefining employee benefits beyond the traditional provident fund and corporate discounts policies. Headquartered at Delaware, Advantage Club has an impressive client portfolio featuring Accenture Concentrix, Teleperformance, Hexaware, EY, Target and many more. With presence in almost 100+ countries across the globe, catering to 500+ corporates and extends offers exclusively across 10,000+ brands.

Advantage Club takes pride in providing a scalable, customizable, cost-effective program to take employee engagement to the next level. It is one single platform that brings a wide variety of recognition programs including milestone/anniversary/years-of-service awards, early wage advantage, real-time spot bonus, automated incentives, peer-to-peer appreciation, onboarding programs, wellness programs, quarterly & annual performance awards, gift card program, exclusive offers across 10,000+ brands etc. to name a few.

With its sole mission to help organizations keep their employees engaged and driven, the Advantage Club App is supported by well-thought employee engagement solution that offer best-in-class experience to its users. The platform is set to revolutionize the industry by making a direct impact on employee recruitment and retention through an exhaustive employee engagement tool. Advantage club is leading the employee benefits market globally which is pegged at $10 billion and growing. Advantage Club has raised $7 million to date from prominent VCs like YCombinator, GrowX, Sprout, and Axilor Venture.

Role/Designation: Contact Center Manager

Make a difference/Responsibilities: You will own and drive it!

Who You Are:

- Self-driven : You have a go-getter attitude, exceptional organizational skills, integrity and great follow

through on tasks

- Bold: You are a self-aware, clear communicator with empathy towards the people you work with.

You're innovative, highly creative, and constantly looking for ways to find skilled team members.

- Tenacious: You're a charismatic person who can talk to anyone; you're flexible, bold, and excited to

help build something awesome and share it with the world.

- Motivated: You understand the impact of a highly-satisfied, excited team; you are dedicated to

solving the difficult problems.

- You are a team player: You're willing to help out wherever needed.

What You'll Do:

- Ensure process maps and workflows are in place and validated regularly identify and mentor top

down improvement projects basis Process Governance review.

- Understand the end to end process flow Drive Improvement projects.

- Experience & Business impact projects basis regular call audits.

- Continuous input and improvement basis on feedback from customers support & promote

innovation ensure metrics & reporting activities are seamless.

- Review Data Collection plan for any gaps, maintaining all performance data random audit on metrics

to identify and curb any improvement opportunities/ inefficiencies.

- Connect with relevant stakeholders on a regular basis.

What You'll Need:

- 7 to 15 years hands on experience in customer service operations management.

- Demonstrated leadership and development skills. Strong facilitation, conflict resolution and

ownership.

- High knowledge of Business units operations and core processes.

- Savvy in methodologies of gathering requirements and modelling business process flows.

- Comfortably using MS Office, Could be a power user of excel, using basic macros and scripting.

Expertise (basic, intermediate or deep) in specific applications/ solutions, including their main

business objects, services and process.