▷ [05/05/2024] Client Services Manager

3 weeks ago


Gurgaon, 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, seng 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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