Sr. Manager - Customer Service

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 8-13 years
  • 12 Oct 2016

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Operations Management-Call Center

Managing Service levels for business

Manage and Drive Call Quality-NPS

Resource Management

Manage Input levers like AHT/Shrinkage

Lead and Manage Command Center Team

Liaise internally and externally with key stakeholders to identify, implement, improve or recommend process improvements

Resolve escalated issues in a timely and effective manner

Participate in projects in order to support the implementation of system changes and/or process improvements

Customer Management

Client Calls-Lead Daily/Weekly /Monthly calls with onshore stakeholders. Develop and communicate weekly/monthly dashboards to key stakeholders.

Ensure team/process meets or exceeds all team/process metrics & client SLA.

People Management

Monitor performance, coach and develop team members in order to maximize performance.

Lead and motivate staff to deliver customer service excellence

Team Leaders aligned: one on ones/ EWS etc

Review FLA retention/plan engagement etc

Understanding and Managing Financials

Managing Billing and cost management for the portfolio

Managing the Billing inputs and the process with the Finance teams within the timelines

Work experience background required( describe work exp of suitable candidates): 4-6 yrs of customer service experience in a team handling role or handling voice process (Preferable experience with workflow management, procedures and reporting systems)

Years of experience( Mention Range): 6-10 yrs of overall customer services experience

Essential skills:

Should be Customer Service Expert (understand business metrics-GOS/NPS/AHT etc.)

Should have prior experience of customer management.

Effective Influencing, relationship building and stakeholder management skills

Can employ different management styles and effectively coach and develop staff

Proven ability to improve processes

Proactively dealing with negative situations, roadblocks issues and concerns as they arise in a positive manner.

Organizational skills, ability to manage multiple tasks at once, prioritization of customer requests, inbound calls and administrative tasks

Able to work well under pressure with changing priorities

Need to be fully flexible for 5 day shift with 0300AM to 0600PM shift-window.

Weekends will not be fixed off. No festival-offs/holidays (whether Indian or Australia).

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2COMS Consulting Pvt. Ltd.