Job Description
Job Description
You will be responsible for managing the customer support teams and building systems & processes to offer a world class experience to customers seeking support from Busy. You are results-driven, and excited about creating & managing a multi-channel customer support setup, which has the highest Net Promoter Score (NPS) from its customers
- Responsible for following metrics related to customers
- Net Promoter Score (from Customers Seeking Support)
- First Time Resolution
Reduction in Active Customers Needing Support (through proactive training & communication with customers)
- Resolution TATs
- Team Management
- Hire, Train, Retain a team of high caliber people
- Performance Management
- Responsible for Enabling Tools & Technology
- Dialer
- CRM
- MIS & Analytics
- Integration & usage of multiple communication channels like calls, whatsapp, chat
- Manage Costs & Budgets
Skill Sets / Requirements :
- Good at creating scalable processes & their implementation
- Good people and vendor management capabilities
- High achievement orientation. Takes full ownership of activities and outcomes
- Travel to multiple support centers
- Sound understanding of BPO operations including shrinkage, UAL, PL etc.
- Qualification : MBA / B. Tech
You will be responsible for managing the customer support teams and building systems & processes to offer a world class experience to customers seeking support from Busy. You are results-driven, and excited about creating & managing a multi-channel customer support setup, which has the highest Net Promoter Score (NPS) from its customers
- Responsible for following metrics related to customers
- Net Promoter Score (from Customers Seeking Support)
- First Time Resolution
Reduction in Active Customers Needing Support (through proactive training & communication with customers)
- Resolution TATs
- Team Management
- Hire, Train, Retain a team of high caliber people
- Performance Management
- Responsible for Enabling Tools & Technology
- Dialer
- CRM
- MIS & Analytics
- Integration & usage of multiple communication channels like calls, whatsapp, chat
- Manage Costs & Budgets
Skill Sets / Requirements :
- Good at creating scalable processes & their implementation
- Good people and vendor management capabilities
- High achievement orientation. Takes full ownership of activities and outcomes
- Travel to multiple support centers
- Sound understanding of BPO operations including shrinkage, UAL, PL etc.
- Qualification : MBA / B. Tech
💡 Quick Summary
Seeking a career-building opportunity? The Senior Manager | Customer Support | BPO |3|6 yrs position is now open for candidates interested in the BPO Jobs sector. This role in Delhi 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.
