Customer Support Manager

Lead of a large (100+) team of tele support / coach agents
Define, monitor and improve key KPIs for the entire team (e.g., # calls, talk time,
CSAT, quality of interaction, retention %, etc.)
Interpret analyze performance data to identify opportunities for improvement inKPIs (CSAT, productivity and quality)
Lead completely own day-to-day operations (tele support, QA, training)
Identify initiatives (people / process / tech) to improve agent KPIs
Work with cross-functional teams like tech, content to drive tech initiatives and ensure BAU operations (e.g., resolve tech bugs); manage stakeholders across the org
Draft and implement policies (e.g., attendance policy, KPIs, Incentives, Performance Improvement Policy, etc.)
Manpower planning, Define roles responsibilities of new hires, interviews
and assessment

Performance evaluation of the team basis KPIs, feedback sharing appraisal
Build a positive, motivational culture and drive outcomes
Ensure proper training development of all the agents
Job Type: Full-time

Salary: ₹1,500,000.00 - ₹2,000,000.00 per year

Benefits:

Provident Fund
Schedule:

Day shift
Ability to commute/relocate:

Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Experience:

total work: 1 year (Preferred) Read more