Call Center Customer Experience Manager

10 hours ago

Guntur, Andhra Pradesh, India beBeeCustomerExperience Full time ₹ 9,00,000 - ₹ 12,00,000
Job Description

We are seeking a dynamic and experienced professional to lead our customer support center. This role is pivotal in ensuring seamless coordination across all divisions to deliver exceptional customer service, manage roadside assistance, handle product complaints, and drive continuous improvement in customer experience.

Key Responsibilities:
  • Team Leadership and Shift Management:
    • Lead and manage a call center team handling complaints, roadside assistance, escalations, and general inquiries.
    • Ensure optimal staffing and shift rotations to maintain uninterrupted service.
    • Monitor team performance using key performance indicators (KPIs) and drive continuous improvement.
    • Identify training needs and conduct regular upskilling sessions.
  • Roadside Assistance Operations:
    • Manage third-party vendors to ensure service level agreement adherence and quality.
    • Collaborate with field teams and dealers across all divisions to resolve escalations and meet defined KPIs.
  • Product Complaints Management:
    • Oversee the end-to-end handling of product-related complaints.
    • Coordinate with relevant division teams for timely and effective resolution.
  • General Inquiry Management:
    • Supervise accurate and timely responses to customer queries.
    • Maintain and update a centralized knowledge base to support agents.
  • Escalation Handling:
    • Ensure prompt acknowledgment and resolution of escalation emails.
    • Conduct root cause analysis to identify recurring issues and implement corrective actions.
  • Post-Service Feedback:
    • Ensure timely collection of feedback through structured calls and surveys.
    • Analyse feedback data and share insights with respective divisions for service enhancement.
  • Reporting and Analytics:
    • Maintain real-time dashboards for roadside assistance, complaints, post-service feedback, and inquiries.
    • Generate and present periodic performance reports with actionable insights.
  • Compliance and Quality Assurance:
    • Ensure adherence to regulatory standards and internal policies.
    • Implement quality monitoring programs to ensure service consistency.
  • Customer Experience Enhancement:
    • Foster a customer-first culture within the team.
    • Identify and implement innovative service delivery methods, including digital tools.
  • Crisis Management:
    • Develop and maintain emergency response protocols for service disruptions.
    • Regularly update contingency plans for high call volumes and system outages.

  • Key Contact Center Technology Specialist

    4 days ago

    Guntur, Andhra Pradesh, India beBeeTwilio Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

    Greetings from a leading provider of digital transformation services. We are seeking a highly skilled Twilio Flex Specialist to fill this key position.The successful candidate will have a strong background in software development and a proven track record of experience with cloud platforms, ReactJS, HTML/CSS, and application development. Additionally, the...

  • Premier Indoor Play Center Manager

    5 days ago

    Guntur, Andhra Pradesh, India beBeeLeadership Full time ₹ 9,00,000

    Wanted: an accomplished leader to helm our indoor play centers and party venues.Key Responsibilities:Client Engagement: Represent the organization, respond to inquiries, and present pitches to potential clients.Event Management: Oversee events from booking to execution, ensuring seamless operations and excellent guest experience.Daily Operations: Manage...

  • Customer Experience Specialist

    7 days ago

    Guntur, Andhra Pradesh, India beBeeCustomerCare Full time ₹ 8,00,000 - ₹ 12,00,000

    Job SummaryAs a member of our healthcare team, you will be responsible for providing exceptional customer service to our plan members. This role requires excellent communication skills, both verbal and written, as well as the ability to resolve issues in a timely and professional manner.Key Responsibilities:Answer incoming calls from healthcare plan members...

  • Customer Experience Specialist

    4 days ago

    Guntur, Andhra Pradesh, India beBeeEscalation Full time ₹ 12,00,000 - ₹ 25,00,000

    Job Title:Escalations Manager - Customer ExperienceRole Summary:We seek a skilled Escalations Manager to oversee post-sales operations and customer escalations from learners and internal teams. This role requires collaboration with various departments to resolve issues, enhance overall satisfaction, and efficiency.Key Responsibilities:Act as the final point...

  • Customer Experience Associate

    2 days ago

    Guntur, Andhra Pradesh, India beBeeCustomerExperience Full time ₹ 9,00,000 - ₹ 15,00,000

    Job Title: Customer Experience AssociateAbout the Role:We are seeking a highly skilled and enthusiastic individual to fill the role of Customer Experience Associate. This is an exciting opportunity for someone who is passionate about delivering exceptional guest experiences.Key Responsibilities:Greet and welcome guests with a pleasant demeanor, providing...

  • Site Manager

    7 days ago

    Guntur, Andhra Pradesh, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000

    Job Title: Branch HeadThe primary objective of this role is to manage the day-to-day operations of a designated center. This position plays a pivotal part in driving admissions and ensuring effective communication between departments.Responsibilities include overseeing school outreach, lead collection, and calling to drive business growth.Serve as the key...

  • Center Leadership Opportunity

    2 days ago

    Guntur, Andhra Pradesh, India beBeeChildcare Full time ₹ 9,60,000 - ₹ 18,00,000

    Job DescriptionWe are seeking a highly skilled and experienced leader to join our team as Center Head. The successful candidate will be responsible for delivering exceptional care and education to children aged 0-6 years old.The Center Head will lead a high-performing childcare business with a motivated and self-directed team, ensuring the highest standards...

  • Customer Experience Champion

    1 week ago

    Guntur, Andhra Pradesh, India beBeeCustomer Full time ₹ 1,00,00,000 - ₹ 1,20,00,000

    Job Title: Customer Experience ChampionWe are seeking a highly skilled Customer Experience Champion to join our organization. The successful candidate will play a vital role in delivering exceptional customer experiences and driving business success.The Customer Experience Champion will be responsible for managing a team of customer-facing professionals,...

  • Center Director

    5 days ago

    Guntur, Andhra Pradesh, India beBeeOperational Full time ₹ 15,00,000 - ₹ 20,10,000

    Operational Excellence LeaderWe are seeking an operational excellence leader to drive business results at our IVF centers. The role involves strategic planning, performance monitoring, compliance, process optimization, and ensuring a seamless patient experience.Key Responsibilities:Develop and implement annual operating strategies in line with corporate...

  • ACI Data Center Specialist

    12 hours ago

    Guntur, Andhra Pradesh, India beBeeDataCenter Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

    Role Overview:We are seeking skilled professionals to join our delivery team supporting Cisco initiatives as ACI Network Engineers. This role requires technical expertise across core data center technologies, strong customer-facing communication skills, and the ability to operate independently in high-impact environments.The role involves hands-on...