Customer Support Manager

Job Type   /   Job Level

Full-time   /   Others/Any

Company Location

India

Role responsibilities

Job Duties

Deliver the required KPI and maintain self KPI such as Quality, Attrition, Shrinkage, and roaster management.
Manage and motivate a quality team of 25-30 Customer Support Executives (CS- Executives) with good product and process knowledge.
Ensure the achievement of a Quality target based on the business requirement.
Prepare and Maintain internal reports for MIS and report to management.
Ensure agents are delivering individual targets and KPI by having regular team meetings with direct reports.
Handle call monitoring exercises and escalations, and follow up with the sales department to solve customer queries.
Manage absentee and attrition control at all levels in the team.
Ensure respective KRAs (Login hours, Productivity, AHT) are met and monitored.
Conduct reviews on a daily, weekly, and monthly basis and share the feedback.
Set and ensure individual targets for achieving KRA and MTD (Month to Date) kept amount targets, and train operators to meet all individual KRAs.
Ensure actions are taken and monitored on personnel and payroll issues.
Fix productivity parameters for CS - Executives, monitor performance against set parameters, and conduct weekly reviews with telesales executives.
Be responsible for the smooth flow of processes relating to Customer support.
Prepare and publish reports on a daily basis regarding the team performance.

Skillset

Excellent communication skills, high motivational level, and achievement oriented.
Negotiation Skills and driving results in a high-performance environment.
Demonstrated ability to lead from the front.
Strong Leadership Skills, Clarity of thought, and perseverance.
Working knowledge of computers, Excel, and end-to-end data management.

Qualification

This job is provided by Shine.com

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