Job Description
Profile: Assistant Manager Operations
Senior Role (Open for Multiple Location Across India)
JOB PROFILE
Job Title - Assistant manager
Job Description
• Team Supervision: Supervise and support the customer support team members, ensuring they adhere to company policies and provide excellent service to customers.
• Issue Resolution: Handle escalated customer inquiries and complaints that require managerial intervention. Resolve complex issues to ensure customer retention and satisfaction.
• Metrics Tracking: Track key performance indicators (KPIs) such as average response time, first-contact resolution rate, customer satisfaction score (CSAT), and others. Use data insights to improve team performance.
• Process Improvement: Collaborate with the Customer Support Manager to identify inefficiencies and bottlenecks in the support processes. Propose and implement solutions to enhance operational efficiency and customer experience.
• Reporting: Prepare regular reports on team performance customer feedback, and trends. Present these reports to the management team to inform decision-making and strategy.
• Customer Feedback Analysis: Analyze customer feedback, reviews, and surveys to identify recurring issues and opportunities for improvement. Use this information to develop action plans and training initiatives.
• Cross-Department Collaboration: Collaborate with other departments, such as Product Development and Marketing, to communicate customer feedback and advocate for customer-centric improvements Quality Improvements
• Empowerment and Autonomy: Empower team members to make decisions independently when appropriate, allowing for quicker issue resolution and improved customer satisfaction.
• Customer Feedback Loop: Establish a systematic process for collecting, analyzing, and acting upon customer feedback to continuously improve service quality.
• Standard Operating Procedures (SOPs): Develop and update comprehensive SOPs to ensure consistency in customer interactions and resolutions.
Job Requirements
• Prior experience in customer support or a related field, with at least 2-3 years of supervisory or management experience.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex ideas clearly and empathize with customers.
• Problem-Solving: Strong analytical and problem-solving skills to address customer concerns effectively.
• Leadership: Demonstrated leadership abilities, with a focus on motivating and developing team members.
• Customer-Centric: A deep commitment to delivering exceptional customer experiences and ensuring customer satisfaction.
• Adaptability: Ability to thrive in a fast-paced environment, adapt to changing priorities, and handle multiple tasks simultaneously.
• Tech-Savvy: Familiarity with customer support software, CRM systems, and other relevant tools.
• Collaboration: A team player who can collaborate effectively with cross-functional teams to achieve common goals.
• Conflict Resolution: Effective conflict resolution skills to handle difficult customer situations and team disputes professionally.
• Metrics-Driven: Comfortable working with data and using metrics to drive decision-making and process improvements.
(ref:iimjobs.com
Senior Role (Open for Multiple Location Across India)
JOB PROFILE
Job Title - Assistant manager
Job Description
• Team Supervision: Supervise and support the customer support team members, ensuring they adhere to company policies and provide excellent service to customers.
• Issue Resolution: Handle escalated customer inquiries and complaints that require managerial intervention. Resolve complex issues to ensure customer retention and satisfaction.
• Metrics Tracking: Track key performance indicators (KPIs) such as average response time, first-contact resolution rate, customer satisfaction score (CSAT), and others. Use data insights to improve team performance.
• Process Improvement: Collaborate with the Customer Support Manager to identify inefficiencies and bottlenecks in the support processes. Propose and implement solutions to enhance operational efficiency and customer experience.
• Reporting: Prepare regular reports on team performance customer feedback, and trends. Present these reports to the management team to inform decision-making and strategy.
• Customer Feedback Analysis: Analyze customer feedback, reviews, and surveys to identify recurring issues and opportunities for improvement. Use this information to develop action plans and training initiatives.
• Cross-Department Collaboration: Collaborate with other departments, such as Product Development and Marketing, to communicate customer feedback and advocate for customer-centric improvements Quality Improvements
• Empowerment and Autonomy: Empower team members to make decisions independently when appropriate, allowing for quicker issue resolution and improved customer satisfaction.
• Customer Feedback Loop: Establish a systematic process for collecting, analyzing, and acting upon customer feedback to continuously improve service quality.
• Standard Operating Procedures (SOPs): Develop and update comprehensive SOPs to ensure consistency in customer interactions and resolutions.
Job Requirements
• Prior experience in customer support or a related field, with at least 2-3 years of supervisory or management experience.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex ideas clearly and empathize with customers.
• Problem-Solving: Strong analytical and problem-solving skills to address customer concerns effectively.
• Leadership: Demonstrated leadership abilities, with a focus on motivating and developing team members.
• Customer-Centric: A deep commitment to delivering exceptional customer experiences and ensuring customer satisfaction.
• Adaptability: Ability to thrive in a fast-paced environment, adapt to changing priorities, and handle multiple tasks simultaneously.
• Tech-Savvy: Familiarity with customer support software, CRM systems, and other relevant tools.
• Collaboration: A team player who can collaborate effectively with cross-functional teams to achieve common goals.
• Conflict Resolution: Effective conflict resolution skills to handle difficult customer situations and team disputes professionally.
• Metrics-Driven: Comfortable working with data and using metrics to drive decision-making and process improvements.
(ref:iimjobs.com
💡 Quick Summary
Seeking a career-building opportunity? The Interesting Job Opportunity| Assistant Manager | Operations | BPO position is now open for candidates interested in the BPO Jobs sector. This role in Chennai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.