Manager - Customer Service - BPO

Role Name: Manager - Customer Service

Language Proficiency: Telugu, English, Hindi

Location: Hyderabad

Reporting to: Assistant General Manager - Customer Service

- Experience in Domestic call center with Indian customer

- Customer Services

- Experience handling 20+ Team Member

- Excellent Communication

- Escalation handling

Key Responsibilities:

- Define and deliver the company's customer service strategy to ensure an exceptional level of service experience at all times

- Review and develop customer service/ call handling procedures, policies and standards to ensure implementation of best practice with support of management through continuous assessment, communication process and product feedback

- Actively look for process enhancements and quality improvements to achieve world class response resolution and closure times

- To Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications

- Need to meet the customer service objectives by forecasting requirements, preparing AOP on manpower, analyzing variances and initiating corrective actions

- Provides daily guidance to regional leads to ensure customer service is delivered in a timely, efficient and knowledgeable manner

- Establishes customer service work processes and standards in line with organizational customer service initiatives and aims

- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes

- Constantly drive customer satisfaction by delivering a consistent customer experience at Contact Centre [BPO]

- Compliance to TRAI guidelines and business processes to be met

- To Drive & review the call quality through call evaluations, and improve the same with instant feedbacks & Training in Inbound & Outbound Queue

- To drive the customer delight intervention program for all the last mile employee

- To Focus on driving the Revenue upsell & also ensure retention on package downgrade

Educational & Experience requirements:

- MBA or equivalent post graduate degree with 5+ years of relevant experience

- Should have experience of handling large teams

- Should have experience of managing large contact Centres.

Key Personal Attributes:

- A focused driver with a structured process approach and ability to deliver outcomes

- Passionate about people development, strong communicator, highly energetic with ability to influence & persuade

- Excellent interpersonal skills

- High level of proficiency in networking & connecting internally and externally

- Excellent team building skills and orientation for developing high quality talent within the organization

- Capability to understand the customer needs and strong business acumen