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Looking for Customer Service Manager at New Delhi, Delhi, India
4 months ago
Role & Responsibilities:
- Lead and manage a team of care representatives, providing guidance, support, and coaching to ensure high performance and customer satisfaction.
- Develop and implement strategies to optimize care operations, streamline processes, and improve efficiency.
- Monitor key performance indicators (KPIs) and metrics to track the performance of care operations and identify areas for improvement.
- Develop and maintain standard operating procedures (SOPs) for care operations, ensuring consistency and adherence to best practices.
- Collaborate with cross-functional teams, including customer support, product development, and sales, to ensure alignment and coordination of care efforts.
- Identify training needs and develop training programs for care representative to enhance their skills and knowledge.
- Conduct regular audits of customer care calls to evaluate communication effectiveness, adherence to scripts and protocols, and resolution accuracy.
- Provide constructive feedback and coaching to care representatives based on audit findings to enhance their communication skills, product knowledge, and problem-solving abilities.
- Manage team roistering efficiently to ensure adequate coverage for customer care operations, balancing workload distribution and optimizing staffing levels to meet service level agreements.
- Stay up-to-date with industry trends, best practices, and regulations related to customer care operations.
Experience & Essential Skills:
- Must possess an MBA or equivalent advanced degree in business administration, management.
- 3-5 years of experience in customer service, management or supervisory role.
- Candidate with a healthcare background are preferred.
- Proven track record of successfully managing team and optimizing operational processes.
- Excellent leadership, communication, and interpersonal skills.
- Excellent analytical and problem-solving abilities.
- Proficiency in using relevant software and tools for data analysis and process management.
