Deputy Manager-Customer Experience (Team Lead) Chat/Email (4-8 yrs)

Mus Have: Chat /Email Process, Team Leading experience, Metrics calculation: NPS/C-SAT, Customer satisfaction, resolution time, Response time.

5 Days Working/Day Shift

1. Manage a team of approximately 15 to 25 Customer Support Agents.

2. Support Email, Chat, Social platforms along with outbound support to enhance customer experience.

3. Help team members to provide an exceptional customer experience, as measured through internal quality assessments and customer satisfaction surveys

4. Manage team to complete projects that enhance the customer experience and growth of the business.

5. Build a high-performing team that exceeds benchmarks in productivity and quality

6. Lead projects that will help DMI to improve on an as needed basis

7. Mentor Team Leaders

8. Assist in interviewing and hiring potential candidates for the Customer Success Agent position

9. Help plan for the future and growth of the Customer Support Center

10. Build KPI's for Customer Query Handling, Retention of customers, Reduce Attrition

11. Work closely with Senior Management to deliver the objectives around customer centricity

12. Bridge with Product & Tech to reduce contacts & enhance customer experience.

13. CRM and Systems for implementation of efficient reporting and handling of customer campaigns.

14. Work and train customer interaction

15. Bots along with members from Product team

16. Obsess over the team to drive positive morale

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