Client Services Manager

1 month ago


Gurugram, India Cvent Full time

As a Manager, you will be responsible for:


Position Duties:

  • Manage a team of approximately 50 plus high end product support consultants in a B2B

environment.

  • Manage and maintain key SLAs during US hours.
  • Responsible for the development and management of staff members, Tier 1 and Tier 2 level

management personnel.

  • Recruit and groom future team members.
  • Devise and execute reports to ensure high level of performance
  • Identify, innovate and execute business ideas to improve service delivery
  • Identify opportunities to improve and drive efficiency/top line
  • Monitoring team performance and service calls to ensure the delivery center goals are met
  • Writing and conducting performance evaluations, making employment decisions, se ng up
  • performance goals and targets for assigned team
  • Draw up reports for the analysis and make presentations for senior management
  • Manage communication with internal and external clients
  • Draw up business case for action, me plan for execution and present to the Director for approval and execution


Candidate Requirements:

  • The ideal candidate should be managing a group of 100 plus agents in a high end B2B support
  • Process (preferably tech. support) and should possess 7-8+ years of experience in a management position
  • Well versed with modern day work force management practices and QA processes
  • Very strong people management skills required
  • Strong business acumen, ethics and high integrity
  • Passionate about customer advocacy
  • Must possess excellent presentation and analytical skills
  • Ability to track key performance metrics and take business decisions
  • Ability to identify, model and implement solutions for business situations and client needs
  • Very proficient with software packages of Microsoft Office


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