OPERATIONS EXECUTIVE
Posted on :
18-01-2024
Employer Active
1 Vacancy
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Jobs by Experience
2 - 0 years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Nationality
Any Nationality
Gender
N/A
Vacancy
1 Vacancy
Posted on :
18-01-2024
Job Description
Req ID : 2238728
Location: Pune
Experience: 4-6.5 Years
Job Description:-
About the role
Sr. Manager - Customer Support will play a critical role in leading the customer support team. Working on discovering avenues for improvement and executing plans.
The ideal candidate will serve as a thought leader, managing teams, helping to identify trends, evolving best practices, and new technologies/tools for all efforts that drives customer satisfaction and process improvement.
What you'll do-
Manage a team of customer support managers (Chat, Call and e-mail) and associates (50+ overall strength).
4 customer support managers and 45+ associates.
Making a roadmap for the customer support team to hit targets for for qualitative and quantitative improvements.
Overseeing operations and employee productivity, building a highly inclusive culture ensuring team members thrive and organisational outcomes are met.
Build strategies/performance improvement plans to drive more productivity.
Analyse robust performance reports to continually optimise the processes which ultimately leads to better customer satisfaction.
Maintain and drive the input metrics of the team and track output.
Build solutions in coordination with various stakeholders product, tech, marketing to drive team productivity.
Liaise with HR and training team for recruitment and training expansion plans.
Plan and manage the team resources.
Strategise and implement processes to keep the team motivated
Incentive structures
Competitions
You should apply if you-
Have proven 5+ years of work experience in Customer Support and leadership roles.
Have excellent people management experience of handling a team of 30+ customer support rockstars.
Have proficiency in Customer Relationship Management tools (Salesforce, Leadsquared, ZohoCRM, etc, or similar).
Have experience using analytics and database tools (PowerBI, Tableau, Google data studio, Zoho analytics, Advanced Excel, etc, or similar).
Are data-oriented, and believe that everything can be measured, since "what gets measured gets improved" eventually.
Have the business acumen to appreciate and understand levers for team growth.
Are comfortable with ambiguity, believe in first principles and have the skill to transform broad ideas into action plans.
Have great problem solving skills.
Have strong Project Management skills.
Skills :
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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