Position: Customer Support Manager (BPO Experience)

Position Overview :

We are seeking an experienced and results-driven Customer Support Manager with a strong background in Business Process Outsourcing (BPO) to lead our customer support operations. The ideal candidate will bring expertise in managing support teams, streamlining processes, and ensuring an exceptional customer experience. This role requires strategic thinking, excellent leadership skills, and a deep understanding of customer service metrics in a high-volume, fast-paced environment.

Key Responsibilities :

1. Team Leadership & Management :

- Lead, mentor, and manage the customer support team, ensuring high performance and accountability.

- Develop and implement training programs to enhance team skills and knowledge.

- Set clear performance metrics and regularly review team performance against KPIs.

2. Customer Experience Excellence :

- Oversee all customer support activities to ensure timely and effective issue resolution.

- Implement customer service best practices to enhance satisfaction and loyalty.

- Monitor and respond to customer feedback, addressing concerns proactively.

3. Process Optimization :

- Develop and optimize workflows to improve efficiency and reduce response times.

- Leverage technology and tools to automate routine tasks and enhance service delivery.

- Establish and enforce standard operating procedures (SOPs) for consistent support experiences.

4. Data-Driven Management :

- Analyze support data to identify trends, challenges, and opportunities for improvement.

- Prepare and present regular reports on customer service performance to senior management.

- Use insights from data to inform strategic decisions and process improvements.

5. Collaboration & Cross-Functional Support :

- Work closely with Product, Sales, and Operations teams to address customer issues and feedback.

- Ensure alignment between customer support strategies and overall business objectives.

- Act as an advocate for the customer internally, providing insights to enhance product and service offerings.

6. BPO Expertise :

- Utilize experience in BPO environments to manage high-volume support operations effectively.

- Drive continuous improvement initiatives based on global best practices in the BPO industry.

- Manage relationships with external BPO partners (if applicable) to ensure quality standards are met.

Qualifications :

1. Experience :

- Minimum 5 years of experience in customer support management, with at least 2 years in a BPO environment.

- Proven track record of leading support teams to achieve performance goals.

2. Education:

- Bachelor's degree in business administration, Management, or a related field.

3. Skills :

- Strong leadership and team management skills.

- Proficiency in using customer service tools and CRMs (e.g., Zendesk, Freshdesk).

- Excellent problem-solving and conflict-resolution abilities.

- Ability to manage high-pressure situations with professionalism and poise.

- Strong analytical skills and experience with data-driven decision-making.

Key Competencies :

- Customer-Centric Mindset: Puts customer satisfaction at the forefront of operations.

- Leadership: Inspires and drives teams to perform at their best.

- Strategic Thinking: Plans and executes long-term support initiatives.

- Adaptability: Thrives in dynamic, high-pressure environments.

- Collaboration: Works effectively across teams and with external partners.

- Operational Excellence: Excels in managing high-volume, process-driven operations.

What We Offer :

- Competitive salary with performance-based bonuses.

- Opportunities for professional growth in a dynamic and customer-focused environment.

- Access to training programs and development resources.

- A supportive and inclusive company culture.

Location :

This is an on-site role based in Indore, India.

Application Process :

To apply, please submit your resume and a cover letter detailing your experience in customer support and BPO operations.