Executive Customer Service Manager
2 weeks ago
As a seasoned professional, you will be responsible for managing and overseeing customer services across various channels.
The ideal candidate will possess excellent leadership skills, with the ability to drive governance of business KPIs and ensure timely delivery against monthly targets.
Key Responsibilities
- Drive increase in profitability by leveraging cross-sell, up-sell, efficiency, retention, onboarding, and add-on sales through voice and non-voice processes
- Oversee timely and satisfactory resolution of service delivery incidents and raise red flags on agent/process errors, review RCAs for customer escalations
- Partner with relevant stakeholders to understand performance improvement opportunities and collaborate on implementation of appropriate action plans
- Ensure good working relationships between the vendor partner and the organization
- Manage WFH/WFO basis proctoring tools/quality errors/ccrp validation, financial loss recovery from vendor
Measures of Success
- Achievement of defined SLAs (TAT, average handling time, call response rate, call quality)
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