HR Recruiter at Habitus HR Solutions Pvt. Ltd
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Senior Manager - Customer Support - Inbound Voice Process - Call Centre - IIM/ISB/MDI/FMS/IIT/NIT (4-16 yrs)
Senior Manager - Customer support - Voice Process ( Inbound ) , Tier 1 colleges
ABOUT THE ROLE :
- Lead the operations of a rapidly growing customer support division in a multi-channel support environment (calls, chats, emails, app)
- Manage day-to-day operations and own TATs for customer issue resolution
- Conduct resource planning & hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
Purely Inbound - Should have handled a team of 200-300 people - Voice process
JOB SKILLS AND REQUIREMENTS:
- Prior experience in setting up processes & managing customer support team
- Ability to create buy-in and drive multiple stakeholders
- Ability to structure, design & executre processes
EDUCATION AND EXPERIENCE
- 4-years+ with MBA or Tier 1 colleges such as IIT/NIT
- Proven experience of leading a service driven support call centre operation through periods of significant growth or change
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