Assistant Manager

3 weeks ago


GuwahatiGunturTamil NaduChennaiMaduraiCoimbatoreSrinagarKolkataMetros, India iimjobs Full time

Profile:
Assistant Manager Operations

Senior Role (Open for Multiple Location Across India)

JOB PROFILE
Job Title - Assistant manager

Job Description

  • Team Supervision: Supervise and support the customer support team members, ensuring they adhere to company policies and provide excellent service to customers.
  • Issue Resolution: Handle escalated customer inquiries and complaints that require managerial intervention. Resolve complex issues to ensure customer retention and satisfaction.
  • Metrics Tracking: Track key performance indicators (KPIs) such as average response time, firstcontact resolution rate, customer satisfaction score (CSAT), and others. Use data insights to improve team performance.
  • Process Improvement: Collaborate with the Customer Support Manager to identify inefficiencies and bottlenecks in the support processes. Propose and implement solutions to enhance operational efficiency and customer experience.
  • Reporting: Prepare regular reports on team performance, customer feedback, and trends. Present these reports to the management team to inform decisionmaking and strategy.
  • Customer Feedback Analysis: Analyze customer feedback, reviews, and surveys to identify recurring issues and opportunities for improvement. Use this information to develop action plans and training initiatives.
  • Cross-

Department Collaboration:
Collaborate with other departments, such as Product Development and Marketing, to communicate customer feedback and advocate for customer-centric improvements Quality Improvements

  • Empowerment and Autonomy: Empower team members to make decisions independently when appropriate, allowing for quicker issue resolution and improved customer satisfaction.
  • Customer Feedback Loop: Establish a systematic process for collecting, analyzing, and acting upon customer feedback to continuously improve service quality.
  • Standard Operating Procedures (SOPs): Develop and update comprehensive SOPs to ensure consistency in customer interactions and resolutions.
Job Requirements

  • Prior experience in customer support or a related field, with at least 23 years of supervisory or management experience.
  • Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex ideas clearly and empathize with customers.
  • Problem-Solving: Strong analytical and problemsolving skills to address customer concerns effectively.
  • Leadership: Demonstrated leadership abilities, with a focus on motivating and developing team members.
  • Customer-Centric: A deep commitment to delivering exceptional customer experiences and ensuring customer satisfaction.
  • Adaptability: Ability to thrive in a fastpaced environment, adapt to changing priorities, and handle multiple tasks simultaneously.
  • Tech-Savvy: Familiarity with customer support software, CRM systems, and other relevant tools.
  • Collaboration: A team player who can collaborate effectively with crossfunctional teams to achieve common goals.
  • Conflict Resolution: Effective conflict resolution skills to handle difficult customer situations and team disputes professionally.
  • Metrics-Driven: Comfortable working with data and using metrics to drive decisionmaking and process improvements.


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