Manager, Customer Service

Primary Responsibilities/Activities: Role is for night shit.

Team Management

• Lead and mentor supervisors to deliver results consistently
• Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team. Manage multi-layer squad and their performance through on-the-job coaching and mentoring.
• Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs. Develop a business contingency plan for your team
• Create a fun-engaging-inspiring working environment that encourages personal responsibility, mutual support, trust, and respect

Project Management

• Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance proactively.
• Analyze support metrics and processes while developing more effective techniques and strategies as needed.
• Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk.
• Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions

Execution:

• Identify critical insights and provide improvement recommendations to product teams.
• Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization.
• Identify recruitment needs from forecast models and work with recruitment to drive this end-to-end.

Stakeholder management:

• Collaborate with different cross-functional managers
• Manage stakeholder internal and external communications; de-escalate customer relations and prevent churn through cross-collaboration and effectively manage expectations
• Process excellence:
• Identify operational issues and help improve processes performance 

Basic Qualifications

• Minimum of 7 years of professional experience in multi-channeled support environment with at least 4 years of experience directly managing an impactful team.
• BE or BTech graduate preferred
• The role is for night shit.
• The candidate should be open to working weekends as well
• Communicates clear and concise thoughts, both verbally and in writing
• Strong affinity for stakeholder management, strategic problem solving and driving action through data-driven insight
• Project management experience is a bonus