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04/07 Harshita Tyagi
HR Recruiter at Habitus HR Solutions Pvt. Ltd

Views:1980 Applications:132 Rec. Actions:Recruiter Actions:7

Senior Manager - Customer Support - Inbound Voice Process - Call Centre - IIM/ISB/MDI/FMS/IIT/NIT (4-16 yrs)

Bangalore Job Code: 716653

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

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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