Senior Manager - Customer Support & Strategy - BPO

ABOUT THE ROLE :

- Lead the operations & Strategy of a rapidly growing customer support division in a multi-channel support environment

- Manage day-to-day operations and own TATs for customer issue resolution

- Conduct resource planning & hire, coach and provide training to personnel to maintain high customer service standards

- Monitor and improve ordering, telephone handling and other procedures

- Ensure high-quality Customer Experience, process planning and excellence

- Customer Satisfaction, Strategic implementation,Operational Excellence

- Revenue forecasting& Budgeting, SLA and TAT Management.

JOB SKILLS AND REQUIREMENTS:

- Prior experience in setting up processes & managing a customer support team

- Ability to create buy-in and drive multiple stakeholders

- Ability to structure, design & executre processes

- Excellent communication skills, team handling experience

EDUCATION AND EXPERIENCE

- 4-years+ with MBA

- Proven experience of leading a service driven support call centre operation through periods of significant growth or change

LOCATION: Bangalore

- TIER 1 colleges highly preferred

- Ecommerce /Startups highly preferred