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22/07 Saburi Ashraf
Manager Recruitment at Strategic Talent Partner

Views:339 Applications:95 Rec. Actions:Recruiter Actions:34

Senior Manager - Customer Support - BFS (3-8 yrs)

Delhi NCR/Noida Job Code: 1129619

Sr. Manager - Customer Support


Job Description :


- You will be responsible for managing the customer support teams and building systems & processes to offer a world class experience to customers seeking support from Busy.


- You are results-driven, and excited about creating & managing a multi-channel customer support setup, which has the highest Net Promoter Score (NPS) from its customers

- Responsible for following metrics related to customers

a. Net Promoter Score (from Customers Seeking Support)

b. First Time Resolution

c. Reduction in Active Customers Needing Support (through proactive training & communication with customers)

d. Resolution TATs

- Team Management

a. Hire, Train, Retain a team of high caliber people

b. Performance Management

- Responsible for Enabling Tools & Technology

a. Dialer

b. CRM

c. MIS & Analytics

d. Integration & usage of multiple communication channels like calls, whatsapp, chat

- Manage Costs & Budgets

Skill Sets / Requirements :

- Good at creating scalable processes & their implementation

- Good people and vendor management capabilities

- High achievement orientation. Takes full ownership of activities and outcomes

- Travel to multiple support centers

- Sound understanding of BPO operations including shrinkage, UAL, PL etc.

Qualification - MBA / B. Tech

Relevant Experience - 3 - 5 years

Reporting To - GM, Customer Support

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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