MyGate - Head/Lead - Customer/Central Support

About MyGate

MyGate is a technology-forward solution for gated communities, now simplifying the daily lives of residents, managing committees and security personnel.

Founded in 2016, MyGate is reimagining the outdated procedures at gated communities through use of technology. Its several innovative features augment security at the gate and enhance convenience within for over 600,000 homes in 10+ Indian cities.

Named one of India's most innovative Company in 2018, MyGate was conceptualized, designed and executed by its three founders, who have tremendous experience in the Armed Forces, Technology and Operations. Founded by ISB/IIM/IIT alumni, MyGate has raised funding from institutional investors and is well capitalized for massive growth plans.

MyGate is at a stage where product market fit is established and have a strong leadership team in place and scale & distribution engine has kicked in. MyGate have had great people join and continue to look for more to join.

Here is what you should expect from MyGate:

1. The company to do well - this could mean multiple things but here are few that are likely to matter for you: MyGate as a brand to be popular and well known, our client base to grow month on month. Most importantly because we are in growth stage, we should not do stupid things and run out of money!

2. PPP - you would have a Platform for Personally and Professionally grow. This means the opportunity to do challenging & stimulating work that puts you out of your comfort zone and forces you to learn every day. When you look back, you should feel your "stock price" growing in the market! Gold shines in fire. You will get the fire, are you the gold?

3. Recognition - Your growth in the company would be linked only to performance and not your experience. If you do well, there should be recognition, growth in span of influence, reward and financial growth.

4. Good Manager - Each of you should have a good person to report to. Your manager should be facilitator of your success, someone you can look up to, someone that makes you feel excited to come to work and give your best every day!

5. Flat Culture - As we grow, we will no doubt have structure, hierarchy and processes in place. This should not mean slowing down of decision making and most certainly this does not mean hierarchy in communication. You should be able to reach out to anyone in the organisation.

6. Client Focus - We will always be a client centric company. If we service the client right and continue to delight them, we will be in our path to build a great company.

7. Fair, Ethical and High on Integrity - These are foundations of the company. We will be always be ethical, high on integrity and fair to everyone whose life is being touched by MyGate.

Looking forward to hearing from you!

Job Description and Expectation

This is a role in Central Support Lead, must be from Customer Support Industry/BPO Voice and Non-Voice both

Roles & Responsibilities :

- Manage a team of talented individuals of Customer Support (20+)

- Drive process Improvement by working closely with internal & external stakeholders.

- Help implement new tools and technology to bring efficiency and customer experience.

- Hire the right set of individuals to match expected level of customer satisfaction.

- Streamline automated and customer communications by putting the right audit mechanisms in place.

- Keep a check on productivity and quality by putting the KPIs in place.

- Create right team structure, handover criteria and performance improvement processes.

- Put right training, induction and people development program for the team

- Have a framework for client NPS and take measure to improve

- Drive a customer centric culture in the organisation in daily operations.

Requirements:

1. Minimum total experience of 5 years with at least 2 years in managing people & performance

2. Knack of driving process excellence via process re-engineering, systems and tools. Understanding of change management and comfort in working across functions to drive change.

3. Great analytical and communication skills.

Location: Bangalore

MyGate is an Equal Employment Opportunity employer and makes all employment and employment related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law