Customer Service Manager
1 week ago
Role: Customer Service Team Leader/Manager
Location: Bangalore
Experience: 8-15 Years
Industry: Media
JOB SUMMARY
- Overall accountability of teams' and process performance
- Ensuring business metrics/KPIs are met as per Statement of Work
- Evaluating business requirements and leading performance improvement initiatives
- Training and developing the team's competencies
- Analyzing performance indicators and promoting governance & awareness
- Coordinating with interconnected departments on relevant issues
- Statement of Work/Contract management
PRINCIPAL DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)
- Providing feedback, coaching, and improvement plans to the team
- Driving & implementing operational excellence
- Managing escalations when necessary
- Establishing governance as per Statement of Work requirement
- Responsible for metric/team/client management and business performance analysis
- Preparing periodical reports in appropriate formats as requested by stakeholders
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