Senior Manager - Customer Service - BPO

CTC : 10+ LPA

Position - Customer Service Sr. Manager (HAE)

Location : Noida

JOB SUMMARY :

- This position is responsible for the management of the daily global CS operations of an Order to Cash project using resources responsibly for meeting customer service targets and planning areas of improvement and development.

- The Customer Service Team is primarily responsible for the processing of all Customer orders, service requests, inquiries, and issue resolution.

- This will be demonstrated by achievement of defined service levels within customer.

- They will provide leadership to Team Supervisors to develop, motivate and inspire staff to maximize customer experience.

- Works closely with operations contacts and support groups to define and implement processes that support Customer Service objectives.

Essential Duties and Responsibilities :

- Manage day-to-day operations and directs the Customer Service team responsible for end to end management of Disposable and Device products.

- Manage and meeting performance targets for Call Service Level, Quality, CSAT, NPS, Accuracy, Response Time.

- Manage Team Leads responsible for management of Customer Service agents.

- Be hands on with the process and should be able to drive and go beyond customer and leadership expectations through continuous improvement initiatives and out of the box thinking

- Stakeholder management - Both Internal and External

- Strong presentation skills and be responsible to present QBR/MBR's

- Ensure best in class performance through continuous improvements at

- Ensure quality and efficiency measures are met within the team and in accordance with service level agreements

- Provide coaching and feedback to direct report positions to ensure satisfactory performance levels

- Use business tools and retail industry knowledge to identify problem areas and document business requirements

- Publish and discuss reports for Monthly, Quarterly and Annual Business Reviews

- Identify and recommend operational and technological tools to improve efficiency

- Work with operations and information technology personnel to resolve issues and improve operational efficiency

- Establish and maintain effective work procedures

- Review, assess and identify coaching & training needs to provide staff with necessary skills and knowledge

- Understand, communicate and implement strategic direction and leadership for to ensure consistent and cohesive business objectives and to enhance customers' experiences in both a regulated and a competitive market.

- Plan and monitor operations initiatives to improve the efficiency and effectiveness of the team

- Review and ensure processes are in compliance with internal policies and external regulations.

- Respond to escalated issues regarding performance and quality.

- Coordinate, participate, and/or manage multiple projects assigned by senior management, providing input on operations related matters.

- Interface and coordinate with various stakeholders

EDUCATION/EXPERIENCE

The minimum education requirements are:

- Bachelor's degree in any stream

The minimum experience requirements are:

- Minimum 5 years in the BPO industry

- Minimum 2 Years as a manager handling team leaders

- Experience in managing customer/supplier relationships

SKILLS AND COMPETENCIES

- Exceptional leadership skills, including the ability to manage through a shared vision and path to success

- Detailed understanding of collection strategies and collection drivers.

- Ability to create, communicate and manage SLA metrics that support operational targets

- Excellent problem solving skills and ability to use good judgment to make decisions

- Possess exceptional people management skills enabling effective interaction with internal, external customers, employees, peers, and management

- Strong analytical skills and desire to research problems to seek resolution

- Exceptional verbal and written communication skills

- Exceptional customer service abilities to handle difficult customers

- Proficiency in Microsoft Office suite

- Work effectively in a team environment

- Strong time management and organizational skills