Customer Support Manager
Published date: 2024/01/10
- Location: Mumbai, Maharashtra, India
Lead of a large (100+) team of tele support / coach agents
Define, monitor and improve key KPIs for the entire team (e.g., # calls, talk time,
CSAT, quality of interaction, retention %, etc.)
Interpret & analyze performance data to identify opportunities for improvement inKPIs (CSAT, productivity and quality)
Lead & completely own day-to-day operations (tele support, QA, training)
Identify initiatives (people / process / tech) to improve agent KPIs
Work with cross-functional teams like tech, content to drive tech initiatives and ensure BAU operations (e.g., resolve tech bugs); manage stakeholders across the org
Draft and implement policies (e.g., attendance policy, KPIs, Incentives, Performance Improvement Policy, etc.)
Manpower planning, Define roles & responsibilities of new hires, interviews
and assessment
Performance evaluation of the team basis KPIs, feedback sharing & appraisal
Build a positive, motivational culture and drive outcomes
Ensure proper training & development of all the agents
Job Type: Full-time
Salary: ₹1,500,000.00 - ₹2,000,000.00 per year
Benefits:
Provident Fund
Schedule:
Day shift
Ability to commute/relocate:
Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Experience:
total work: 1 year (Preferred)
Define, monitor and improve key KPIs for the entire team (e.g., # calls, talk time,
CSAT, quality of interaction, retention %, etc.)
Interpret & analyze performance data to identify opportunities for improvement inKPIs (CSAT, productivity and quality)
Lead & completely own day-to-day operations (tele support, QA, training)
Identify initiatives (people / process / tech) to improve agent KPIs
Work with cross-functional teams like tech, content to drive tech initiatives and ensure BAU operations (e.g., resolve tech bugs); manage stakeholders across the org
Draft and implement policies (e.g., attendance policy, KPIs, Incentives, Performance Improvement Policy, etc.)
Manpower planning, Define roles & responsibilities of new hires, interviews
and assessment
Performance evaluation of the team basis KPIs, feedback sharing & appraisal
Build a positive, motivational culture and drive outcomes
Ensure proper training & development of all the agents
Job Type: Full-time
Salary: ₹1,500,000.00 - ₹2,000,000.00 per year
Benefits:
Provident Fund
Schedule:
Day shift
Ability to commute/relocate:
Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Experience:
total work: 1 year (Preferred)
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