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Assistant Manager / Customer support

Job title: Assistant Manager / Customer support

Company: Inspiration Manpower

Job description:

  • Graduation: Any stream

Job Duties:

  • Responsible for team of TLs / Floor supervisors
  • Should be proficient in managing the SLA s on daily, weekly and monthly basis Empower customer experience through increased customer satisfaction and self-help
  • Achieve superior business results through outstanding management of highly motivated, high-performing team(s) and the growth and development of individuals.
  • Improve Customer Satisfaction through effective collaboration
  • Very deep understanding of call centre tools, systems and processes especially CRM, ACD, CTI aspects
  • Strong process orientation and knowledge
  • Synthesize the diverse feedback you hear from our users across, different queues, social media app store platforms, influence and mediate between our users and product team.
  • Cultivate a culture of delivering superior solutions in order to retain our delighted users.
  • Develop and implement procedures pertinent to the effective and efficient operations and to set performance standards.
  • Provide MIS and submit weekly reports on user concerns, service failures and escalate issues on an on-going basis. Lead and direct the customer support team.
  • Controlling the attrition of the team Manage the absenteeism Regular
  • 1-2-1 with the team Career planning for team members
  • Metrics for performance measurement: Program level service levels C-sat / NPS scores Team quality scores People
  • Responsible for employee morale, absenteeism attrition. Organizational / Strategic
  • Should abide to company policies and display core values.
  • Align self to organizational goals.

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Other details

Expected salary:

Location: Bangalore, Karnataka

Job date: Fri, 21 Aug 2020 07:23:24 GMT

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