Senior Customer Experience Manager

6 hours ago


Delhi, Delhi, India Firstsource Full time

At Firstsource, a leading provider of customized Business Process Management (BPM) services, we are seeking an experienced Senior Customer Experience Manager to join our team. With a presence in the US, UK, India, and Philippines, we offer solutions covering complete customer lifecycle across various industries.

The ideal candidate will have a minimum of 2 years of experience in Team handling with a background in Sales/Upselling. As a Senior Customer Experience Manager, you will lead a team of 12-20 customer service associates, motivating them to achieve the team's SLA. You will consistently achieve all KPIs and SLAs set by the clients while adhering to strict Quality parameters.

Your key responsibilities will include:

  • Floor walks for at least 5 hours per day to supervise, coordinate, and monitor activities of customer service associates.
  • Strong organizational, planning, and analytical skills.
  • Basic arithmetic and statistical skills for analysis of data and generation of reports.
  • Problem-solving skills.

You will also be responsible for:

  • Handling any escalations that an associate is unable to handle, solving process-related queries, and handling grievances.
  • Listening to calls and coaching the team to enhance performance.
  • Monitoring calls/chats taken by associates and providing feedback.
  • Interacting with the quality team to seek feedback on the team's performance and quality scores.
  • Conducting monthly and confirmation appraisals for associates, providing feedback.
  • Prioritizing and assigning work to associates, initiating corrective measures to resolve day-to-day work-related problems.

We offer a competitive salary package estimated to be around ₹800,000 - ₹1,200,000 per annum based on qualifications and experience. If you are passionate about delivering exceptional customer experiences and are looking for a challenging role, please apply.



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