Senior Manager - Customer Support - BFS

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