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Manager - Customer Service

Secunderabad, Telangana
Job Code:
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Job Details

EducationMin. Bachelors Degree from a premier institute with first class, MBA (Business Operations) preferred.ExperienceMinimum 6-8 years of experience in the logistics/transportation domain with a minimum of 5 years or more experience of related working experience in a Customer Support Center function in a team lead/managerial capacityExcellent communicator and should have strong interpersonal skills Compensation Competitive and commensurate with caliber and experienceRole Responsibilities and Desired ProfileResponsible for managing customer support/service team and leading the team to provide great customer serviceShould handle challenging customers, readily shift priorities, prepare management reports, and lead support center initiatives while ensuring that service level and quality objectives are achievedMonitor and evaluate customer service team s monthly performance, including call/email and review productivity and attendance reports, and coach staff members to improve performanceManage daily activities and sets individual performance goals accordinglyAssigns work and tasking priorities as necessary to meet departmental KPIsMeet monthly performance goals for customer satisfaction, quality, productivity, and key performance metricsAddress challenging customers and problems that require escalation outside of the departmentDrive business initiatives to improve customer experience (Process and business re-engineering)Experience in the management of remote support groups, and 24x7 support operationsExtensive expertise in developing metrics to measure the effectiveness of customer service/support within the organizationFamiliarity with systems operations and management environments within large enterprise customers and/or service providers is desirableFamiliarity with CRM or incident tracking and management will be an additional requirementAbility to work in shifts either on rotations or permanently depending on business environment
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 6-8


Any Process - Both BPO Type
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