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Senior Manager
3 months ago
This opportunity is with Handelnine Global, an e-commerce company that owns and operates 15+ online retail brands in over 60 countries. The company has offices in India as well as the USA and serves global markets including the UK, USA, Europe, Australia, Middle East and Southeast Asia.
The is a remote opportunity.
Responsibilities:This role will be accountable for customer support and success at Handelnine Global, ensuring that customers consistently receive high quality support for all their queries.The role involves heading all contact center operations, leading a team of full-time agents working remotely to deliver 24/7 support to our customers in over 60 countries.You will be expected to drive KPIs like NPS, Interaction Ratings, Order Cancellations and Returns (including credit card disputes), First Response Time, Query Resolution SLA etc.Monitor daily performance of all agents, holding them accountable for quality of service, and providing individual feedback and training to help them improve their output.Work on improving day-to-day processes like adherence to SLAs, segregation/prioritization of incoming tickets, reduction in ticket reopens by getting the solution right in the first attempt.Coordinate with the order fulfillment team, last mile operations team and finance team to solve customer issues quickly while also identifying opportunities for process improvement and overall reduction in incoming queries and complaints.Root cause analysis is a key aspect of this role and we expect you to analyze data to identify patterns and also interact with the agents to identify fundamental reasons for recurring queries/complaints. We also expect you to own and implement solutions to identified issues.Work closely with the technology team to ensure that all systems evolve as processes get updated and available configurations in these systems are being adequately utilized. Also work on implementing automation and AI for better overall efficiency.The objective of the role is not just to ensure smooth functioning of the contact center, but also to incrementally improve both - support quality and contact center efficiency.Resource planning to ensure 24/7 availability on all channels - live chat, phone, email, along with handling recruitment, orientation and regular training of agents.Ownership of review and reputation management on all digital platforms, while supporting the social media team to handle customer queries on public forums.Drive a mindset change so that the contact center identifies as a representative of the voice of the customer, championing positive change for overall CX improvement. Build a weekly meeting rhythm to share key observations with the leadership team.
Requirements:The ideal candidate is someone with 8-12 years of experience in contact center operations, preferably in ecommerce, D2C or consumer products; plus one for prior global exposure.The candidate should possess strong fact-finding skills to address the ‘why’ of recurring customer issues. We expect the candidate to be skilled at data analysis and at meaningfully interpreting qualitative signals from customer feedback..Good communication and strong interpersonal skills are non-negotiable for this role.The candidate should have a good understanding of technology systems used for contact center management, along with reporting tools like Tableau and Excel.We are looking for someone who stays abreast of new practices and technologies in this domain and has the ability to quickly implement the ones that could have a positive impact.While the focus of the role is to be empathetic towards the customers’ needs and provide the highest quality of support, the candidate should be capable of maintaining a healthy balance with fundamental interests of the business.Candidates who have worked in fast-paced environments like those of startups or new and growing business divisions would be preferred.The candidate should have excellent team management skills and be willing to take full ownership of adherence to timelines while maintaining and improving support quality.The candidate should share our mindset of working with incremental improvements and must be open to learn new things quickly. We are looking for someone who can work independently with a result-focus and is not afraid to experiment within accountability.The candidate should be solution-oriented with the ability to think clearly, logically and even laterally, when presented with a problem. We need someone who can communicate freely and fluently and can work efficiently in an environment of remote team members.
Why Join Us?
100% Remote Work : Join our fully remote workforce and eliminate daily commutes, enjoy the comfort of your home office, and find a work-life balance that suits you best.Global Team Collaboration : Embrace the opportunity to work with a diverse and global team. At Handelnine Global, you’ll collaborate with talented professionals from around the world, offering unique perspectives and insights that enrich our work and culture.Growth Opportunities : Joining Handelnine Global means being part of a rapidly growing company. You’ll have the chance to take on challenging projects - that span from B2C e-commerce platforms, to an upcoming range of SaaS products. This variety ensures that you can expand your skill set across different technologies and domains, keeping your work engaging and your growth continuousTime Zone Adaptability with Collaboration : Our team spans Eastern Europe, the Middle East, and India, and we value collaboration. We require at least a 4-hour overlap with these regions to ensure seamless communication and teamwork. This approach allows us to work effectively across different time zones while respecting everyone’s local time.Flexible Start Times : While we expect our team members to dedicate 9 hours a day once they start, we offer flexible start times to help you manage your work in harmony with your personal life.