Manager - Chat Support - AgroTech

This person would be leading the WhatsApp support/Chat vertical across different centres in the company and would be the first line of contact for the partner teams to engage and drive day to day Chat ticket resolutions with all the stake holders. Would be a key in global expansion and work with product & technology teams to ensure timely launches.

Roles and Responsibilities :

Managerial :

- Learn from best practices in industry & help in automating repeat queries in the call centre

- Strong partnership, stakeholder and partner management skills

- Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

- Accomplishes organization goals by accepting ownership for accomplishing new and different tasks

- Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies

Operational :

- Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

- Will act as an escalation gateway to all the support functions

- Accomplishes organization goals by accepting ownership for accomplishing new and different requests

- Develop objectives for the call centre and MIS teams day - to - day activities & conduct effective resource planning to maximize the productivity of resources

- Drive revenue realization through cross-sell and up-sell on service interactions

- Accomplishes call centre human resource objectives by screening, orienting, assigning, counselling, and disciplining employees & monitoring scheduling systems

- Prepares call centre performance reports by collecting, analysing, and summarizing data and trends

- Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans

- Develops Chat support systems by developing customer interaction and voice response systems, and automated networks using the top call drivers

Desired Candidate Profile :

- Ability to manage influence through persuasion, negotiation, and consensus building

- Strong empathy for customers & passion for revenue and growth

- Excellent communication and presentation skills

- Analytical and process-oriented mindset

- Work Prioritization and focus on larger goals

- Strong on Performance Review and Feedback Communication

- Proficient in MS Office and call centre equipment / software programs

- Minimum 6 to 8 years of experience in handling outsourced partners from the business end,

- Must have managed domestic and International business

- Excellent Presentation and communication skills

- Proven experience in driving transformational projects

- Ability to travel