Customer Service Manager

1 week ago


Bengaluru, Karnataka, India Integrated Personnel Services Limited Full time

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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