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

Views:618 Applications:83 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

Women-friendly workplace:

Maternity and Paternity Benefits

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