Responsibilities
• Overseeing a team of customer support officers providing guidance direction and support to ensure efficient handling of customer inquiries and issues via available platforms.
• Monitoring team performance metrics such as response time resolution time customer satisfaction scores and quality of responses to ensure adherence to service level agreements (SLAs) and KPIs.
• Building and maintaining positive relationships with clients stakeholders and internal teams to ensure alignment of goals expectations and service delivery standards for the email/chat process.
• Developing and implementing strategies to streamline email/chat processes improve productivity and enhance overall efficiency while maintaining high-quality customer interactions.
• Generating regular reports and analysis on email/chat performance metrics trends and improvement opportunities to identify areas for enhancement and make data-driven decisions.
• Ensuring compliance with company policies data protection regulations and industry standards in aspects of the email/chat process data security privacy and confidentiality.

Qualifications
• Graduate in any relevant field.
• Candidate should have 1-2 years of blended (Voice E-Mail and Chat) process knowledge and need to have E-Commerce process experience in BPO.
• Knowledge of MS Office tools.
• Excellent communication and presentation skills (English & Hindi fluency)
• Strong interpersonal skills with the ability to connect with employees at all levels

Skills: customer support,performance monitoring,interpersonal skills,ms office,bpo,chat process,report generation,relationship building,strategy development,compliance,presentation,team management,communication,voice process