Customer Service Process Manager

2 days ago


Anantapur, Andhra Pradesh, India beBeeLeadership Full time ₹ 14,96,000 - ₹ 20,24,000

Business Transformation is at the core of our organization's mission. To achieve this goal, we require a seasoned Team Leader to spearhead our customer service initiatives.

About the Role

The Team Leader will be responsible for leading a team of 15-20 customer service associates, driving them to meet Key Result Areas (KRAs), project execution, monitoring KPIs and Target compliance, and ensuring effective resource allocation to meet both productivity and quality metrics.

Key Responsibilities
  • Leads a team of customer service associates and motivates them to achieve KRAs Targets.
  • Responsible for project execution, monitoring KPIs and Target compliance.
  • Oversight of effective resource allocation to meet both productivity and quality metrics.
  • Documentation of issues as needed and adherence to policy and procedures.
  • Management of process, resources, and system applications.
  • Follower of standard practices and business procedures.
  • Ad-hoc data analysis and participation in various process improvement initiatives.
  • Validation and QA/QC – Performance validation checks for operational processes and data inputs/outputs.
  • Responsibility for internal quality standards compliance.
Performance Indicators
  • Monitoring of Emails/chat taken by the associates and provision of feedback.
  • Taking weekly, monthly Tickets as per KRAs.
  • Interaction with the quality team to seek feedback on the team's performance and team quality scores.
  • Conducting weekly, monthly reviews for the associates.
  • Prioritization and assignment of work to associates and initiation of corrective measures to resolve day-to-day work-related problems.

The ideal candidate should have at least 3 years of supervisory experience, preferably in US BFS Email. Fluency in English is required, and excellent knowledge of G-suite is essential. A graduate degree is preferred, with a minimum of 3 years of experience as a Team Leader.



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