Senior Manager - Customer Support - BPO

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

- Net Promoter Score (from Customers Seeking Support)

- First Time Resolution

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

- Resolution TATs

- Team Management

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

- Performance Management

- Responsible for Enabling Tools & Technology

- Dialer

- CRM

- MIS & Analytics

- 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