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04/01 Rajat
HR Associate at Talentiser

Views:1749 Applications:271 Rec. Actions:Recruiter Actions:169

Senior Manager - Contact Center Operations - Internet/eCommerce (9-13 yrs)

Bangalore Job Code: 781680

JOB Description:-

- 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

Required Skills:

- 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

Women-friendly workplace:

Maternity and Paternity Benefits

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