Job Description.

Roles and Responsibilities -

1. Managing the customer support processes and ensure compliance to improve operational efficiency.

2. Leading and developing a team of 5-10 associates; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill sets.

3. Perform training and daily coaching of team members for productivity, performance and new processes.

4. Analyze operating data and metrics to identify opportunities, identify trends and needs, develop action plans, and implement process improvements.

5. Critically review current processes for effectiveness, quality and simplification.

6. Collaborate and communicate with management and customers on critical issues and provide business process reports as required.

7. Recommend innovative technical solutions to improve operational effectiveness.

8. Co-ordination with schools and sales team, support teams and product teams to support customers effectively in defined parameters.

9. Ensuring customer satisfaction for all customer support processes.

10. Acquire in-depth knowledge of the educational products of the company so as to help customers with their queries regarding user interface, product usage, and related processes.

11. Define, communicate, and act on in-depth Customer Support related KPIs or trends including CSAT (Customer Satisfaction Surveys, ensuring optimal customer NPS (Net Promoter Score) and reference ability around our Support programs, and executive-level alignment both internally and externally.

12. Take up additional responsibilities in collaboration with other teams, concerning customer facing requirements of the company as and when required.

Skills/ Competencies

1. Excellent interpersonal skills to interact professionally with customers from within and outside India.

2. Excellent communication, teamwork, interpersonal and customer service skills.

3. Experience managing a culturally diverse team.

4. Ability to maintain job discretion and handle confidential information.

5. Ability to meet or exceed all published performance standards measured weekly, monthly and YTD

6. Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.

7. Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel).

8. Experience in project management, customer support or customer communication.

Experience

1. 8 to 12 years of overall experience.

2. 5+ On floor hands-on Customer Support experience.

3. 5+ years of recent experience successfully managing, growing, and scaling a national customer support team, including defining strategic objectives and leading teams to deliver on those objectives, hiring and training first-class internal and outsourced customer support staff, and meeting enterprise-grade SLA/obligations.

4. 3 years Experience as a team leader in the English language based call center environment (voice or non-voice) and in product based support across the country would be preferred.

Job Location - Ahmedabad/ Bangalore

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