Assistant Manager / Customer support

Job highlights

• Graduation: Any stream

• Responsible for team of TLs / Floor supervisors . Should be proficient in managing the SLA s on daily,weekly and monthly basis Empower customer experience through increased customer satisfaction and self-help .

• Organizational / Strategic . Should abide to company policies and display core values

• Graduation: Any stream

Job Duties:

• Responsible for team of TLs / Floor supervisors
• Should be proficient in managing the SLA s on daily, weekly and monthly basis Empower customer experience through increased customer satisfaction and self-help
• Achieve superior business results through outstanding management of highly motivated, high-performing team(s) and the growth and development of individuals.
• Improve Customer Satisfaction through effective collaboration
• Very deep understanding of call centre tools, systems and processes especially CRM, ACD, CTI aspects
• Strong process orientation and knowledge
• Synthesize the diverse feedback you hear from our users across, different queues, social media app store platforms, influence and mediate between our users and product team.
• Cultivate a culture of delivering superior solutions in order to retain our delighted users.
• Develop and implement procedures pertinent to the effective and efficient operations and to set performance standards.
• Provide MIS and submit weekly reports on user concerns, service failures and escalate issues on an on-going basis. Lead and direct the customer support team.
• Controlling the attrition of the team Manage the absenteeism Regular
• 1-2-1 with the team Career planning for team members
• Metrics for performance measurement: Program level service levels C-sat / NPS scores Team quality scores People
• Responsible for employee morale, absenteeism attrition. Organizational / Strategic
• Should abide to company policies and display core values.
• Align self to organizational goals.