HR Associate at Talentiser
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Senior Manager - Contact Center Operations - Internet/eCommerce (9-13 yrs)
- Manage the business and operational excellence of our customer support function of the organization
- Manage the support operations and performance activities, customer satisfaction
- Owning all the metrics associated with CSAT and Drive operational improvements
- Collect and analyze support center metrics to guide decisions about tech product development and support quality
- You will monitor customer interactions to ensure extraordinary service, and will provide consistent and ongoing coaching and feedback to ensure the team is performing at their highest levels.
- This position operates in a 24/7 environment, including working in shifts and on weekends. On-Going flexibility is required
- Analyze performance management data, and identifying opportunities to further drive Customer satisfaction, Service levels, Average handling time, Schedule adherence, etc.
- Initiate process improvements by identifying service delivery gaps
- Ensure compliance for all processes and policies
- Analyze skills and abilities to identify individual strengths and opportunities to develop action plans.
- Communicate the current state of the business regularly and help team to understand departmental priorities and the impact of these on their role.
- Foster open communication by conducting regular meaningful team meetings/huddles to share success and challenges
- Manage the team 3 tier team of AM, TLs, TC and advisors
- 10+ years of relevant experience in Customer Support - Outbound / Inbound, Voice, Chat and email Processes
- Should be a natural and inspirational coach - a proven motivator of people
- Should have passion for, and experience in the delivery of premium customer service
- Proven ability to handle multiple priorities, work in a fast-paced environment and make decisions quickly
- Demonstrated superior communication/interpersonal skills
- Excellent written and excel skill