Client Services Manager

4 weeks ago


Uncha Samana, 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 levelmanagement personnel.Recruit and groom future team members.Devise and execute reports to ensure high level of performanceIdentify, innovate and execute business ideas to improve service deliveryIdentify opportunities to improve and drive efficiency/top lineMonitoring team performance and service calls to ensure the delivery center goals are metWriting and conducting performance evaluations, making employment decisions, seng upperformance goals and targets for assigned teamDraw up reports for the analysis and make presentations for senior managementManage communication with internal and external clientsDraw up business case for action, me plan for execution and present to the Director for approval and executionCandidate Requirements:The ideal candidate should be managing a group of 100 plus agents in a high end B2B supportProcess (preferably tech. support) and should possess 7-8+ years of experience in a management positionWell versed with modern day work force management practices and QA processesVery strong people management skills requiredStrong business acumen, ethics and high integrityPassionate about customer advocacyMust possess excellent presentation and analytical skillsAbility to track key performance metrics and take business decisionsAbility to identify, model and implement solutions for business situations and client needsVery proficient with software packages of Microsoft Office



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