Senior Customer Service Manager

1 day ago

Hyderabad Secunderabad Telangana, India beBeeCustomer Full time ₹ 1,04,000 - ₹ 1,30,878

About the Job

We are changing the way people think about customer care, and we need your help to take it to the next level.

As a Team Lead, you will provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners brand, philosophy, products, promotions and processes. You will also promote professional and personal development through performance evaluations, training and career pathing plans.

Key Responsibilities:

  • Manage and supervise CSRs to ensure they meet our high standards
  • Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
  • Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
  • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
  • Use critical thinking to develop solutions to improve business performance and partner success
  • Motivate teams through relationship building and real-time coaching
  • Develop incentive programs to motivate CSRs to achieve desired outcomes
  • Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
  • Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
  • Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
  • Demonstrate a positive work ethic and commitment to achieve the best possible outcomes

You Will Have:

  • A high school diploma or equivalent required
  • Some post-secondary education or completion of a post-secondary degree with a major in Business, combination of education and work experience considered
  • 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
  • Experience dealing with escalated issues in a contact center capacity
  • The ability to type 30 WPM with accuracy
  • Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) an asset
  • The ability to use spreadsheet applications to maintain and develop operational reporting
  • Exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • Ability to work both independently and in a team setting within a fast-paced environment

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