Hiring For Domestic Customer Service-Senior Manager

Location: Chennai, India

WhatsApp: 9995012262

Roles and Responsibilities:

- Lead and handle a team of 7-9 Team Managers and 200+ Customer Service Associates, Responsible for the overall direction and performance of the teams,

- Handle workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team,

- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

Knowledge & Exposure Required:

- Graduate degree in a relevant field required.

- 5-10 years of People Management experience in Domestic / International Customer Service Background

- Applicants need to be in People Management role managing People managers for a minimum of 2 years

Essential Duties and Responsibilities:

- Manage day-to-day operations and directs the Customer Service team responsible for end-to-end management of Disposable and Device products.

- Manage and meeting performance targets for Call Service Level, Quality, CSAT, NPS, Accuracy, Response Time.

- Stakeholder management Both Internal and External

Skills And Competencies:

- Ability to create, communicate and manage SLA metrics that support operational targets

- Excellent problem-solving skills and ability to use good judgment to make decisions

- Strong analytical skills and desire to research problems to seek resolution

- Exceptional verbal and written communication skills

- Exceptional customer service abilities to handle difficult customers

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.