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Evoke HR Solutions Reviews by Employees

Talent Acquisition Executive

Talent Acquisition Specialist

Senior Talent Acquisition Executive

- We are seeking a highly motivated and experienced Senior Manager, Customer Support to lead our customer support operations. - The ideal candidate will have 5-6 years of progressive experience in customer service management, with a proven track record of building and scaling high-performing teams, implementing efficient processes, and consistently enhancing the customer experience. - This role requires a strategic thinker who can balance day-to-day operational excellence with long-term planning, fostering a culture of continuous improvement and customer-centricity. - You will be responsible for overseeing all aspects of our customer support function, driving initiatives that improve efficiency, satisfaction, and retention. Key Responsibilities: Team Leadership & Development: - Lead, mentor, and develop a team of customer support professionals, including managers and team leads. - Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback. - Identify training needs and facilitate professional development opportunities for the team. - Foster a positive, collaborative, and high-performance work environment. Operational Management: - Oversee daily customer support operations, ensuring service level agreements (SLAs) are met and customer satisfaction targets are exceeded. - Develop, implement, and optimize support processes and workflows to improve efficiency and effectiveness. - Manage resource allocation, scheduling, and capacity planning to ensure adequate coverage and support during peak periods. - Monitor key performance indicators (KPIs) such as CSAT, FCR, AHT, and resolution rates, taking proactive measures to address any deviations. Customer Experience Enhancement: - Champion a customer-first approach across the team, ensuring all interactions are professional, empathetic, and effective. - Analyze customer feedback and trends to identify pain points and opportunities for service improvement. - Collaborate with product, engineering, sales, and marketing teams to advocate for customer needs and influence product improvements based on support insights. - Develop and implement strategies to reduce customer churn and increase loyalty. Strategy & Planning: - Contribute to the strategic planning of the customer support department, aligning objectives with overall company goals. - Research and evaluate new technologies, tools, and best practices in customer support to enhance capabilities. - Prepare and present regular reports on support performance, insights, and recommendations to senior leadership. - Manage the customer support budget effectively. Issue Resolution & Escalation: - Serve as a point of escalation for complex customer issues, ensuring timely and satisfactory resolutions. - Develop clear guidelines and training for handling difficult customer interactions and crisis management. Qualifications Required: - Degree in Business Administration, Communications, or a related field. - 5-6 years of experience in customer support management, with at least 2-3 years in a leadership role overseeing managers or a large team. - Proven ability to manage and motivate a diverse team in a fast-paced environment. - Demonstrated experience in developing and implementing customer support strategies and operational improvements. - Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions. - Excellent communication, interpersonal, and presentation skills. - Proficiency with CRM software (e. , Salesforce Service Cloud, Zendesk, Freshdesk) and support analytics tools. Preferred: Master's degree in a relevant field

Ahmedabad

Gujarat

Senior Manager - Customer Support - BPO 

Job Description for Senior Manager - Customer Support - BPO  in Evoke HR Solutions in  Ahmedabad Gujarat for (5-6) years of experience. Apply Now!