Sr. Manager - Customer Support

Hiring India Recruitment

4 - 7 Years
1 Openings
8.0-10.0 Lac/Yr
Pune

Key Skills

B2C Project Management Skills Customer Relationship Management Customer Support Walk In

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Job Description

Sr. Manager - Customer Support will play a critical role in leading the customer support team. Working on discovering avenues for improvement and executing plans.

The ideal candidate will serve as a thought leader, managing teams, helping to identify trends, evolving best practices, and new technologies/tools for all efforts that drives customer satisfaction and process improvement.

What you'll do-

Manage a team of customer support managers (Chat, Call and e-mail) and associates (50+ overall strength).

4 customer support managers and 45+ associates.

Making a roadmap for the customer support team to hit targets for for qualitative and quantitative improvements.

Overseeing operations and employee productivity, building a highly inclusive culture ensuring team members thrive and organisational outcomes are met.

Build strategies/performance improvement plans to drive more productivity.

Analyse robust performance reports to continually optimise the processes which ultimately leads to better customer satisfaction.

Maintain and drive the input metrics of the team and track output.

Build solutions in coordination with various stakeholders product, tech, marketing to drive team productivity.

Liaise with HR and training team for recruitment and training expansion plans.

Plan and manage the team resources.

Strategise and implement processes to keep the team motivated

Incentive structures

Competitions

You should apply if you-

Have proven 5+ years of work experience in Customer Support and leadership roles.

Have excellent people management experience of handling a team of 30+ customer support rockstars.

Have proficiency in Customer Relationship Management tools (Salesforce, Lead squared, Zoho CRM, etc, or similar).

Have experience using analytics and database tools (PowerBI, Tableau, Google data studio, Zoho analytics, Advanced Excel, etc, or similar).

Are data-oriented, and believe that everything can be measured,

Experience : 4 - 7 Years

No. of Openings : 1

Education : Any Bachelor Degree

Role : Customer Support Manager

Industry Type : Education / Teaching / Training / Colleges /Institutes / Universities

Gender : [ Male / Female ]

Job Country : India

About Hiring India Recruitment

Newly founded in 2022 by Mr Mohammed Ziauddin Rafi, company CEO/Owner Hiring India Recruitment is the pioneer of structured enlisting services in India. As an experienced consultant, we are operating as talent acquisition partners to multinationals and leading Indian businesses to rise because of the leading talent resolution provider in Hyderabad Telangana. This united with our role as dependable consultants for Indian experts interprets our core ability - Building Careers. Building Organizations. Our fee plan is fully clear with no hidden charges.

Our roots in the service industry carry a higher approach to enlisting at senior and middle management stages.

Our speciality

We spread across numerous trade sectors for transnational corporations in addition to leading Indian business homes and have aided the careers of the many specialists in our short span of expertise.

Our network organizations' offices unfold through major Indian cities. Weve good consultants who have a large variety of information and knowledge with leading Indian and international like Recruitment Consulting / Staffing Services, Call Centre / BPO / KPO / ITES / LPO, Real Estate / Electricals / Switchgears, Engineering Mechanical / Banking / Financial Services / Stock Broking, Jewelry / Gems / Precious Stones, IT-Hardware & Networking / IT-Software / Software Services, Education / Teaching / Training / Colleges /Institutes / Universities.

Our services

As an understandable and dependable carrier and job adviser, we are collateral the services like Project Sales, Project Manager, Project Engineer, Call Center Executives, Call Center Supervisors, and Accounts Executives.

Why us?

We are a most well-liked ability accomplishment partner to companies and leading Indian businesses. This combined with our role as reliable consultants for Indian experts translates into our vital ability Building Careers. Building Organizations.