CashKaro | Senior Manager | BPO Customer Support

Overall responsibility:- Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.- Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.- Develops and implements methods to record, assess, and analyse customer feedback.- Develops and implements training and quality assurance programs for new hires and experienced employees.- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.Day to day responsibilities :- Managing the customer support department's day-to-day functions. Responding to escalated customer support issues.- Implementing customer support processes to enhance customer satisfaction.- Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.- Assessing support statistics and preparing detailed reports on the findings.- Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.- Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support departmentMandatory Certifications:- COPC HPMT- ISO- Six Sigma BB (ref:iimjobs.com