General Manager(BPO)

4 days ago

Gurgaon, India Reelay Group Full time

  Responsibilities

Lead, mentor, and motivate the customer service team to achieve department goals.

Monitor and evaluate the performance of individual team members.

Provide ongoing training and development to improve service delivery and customer interactions.

Act as the primary point of contact for key clients, ensuring timely and accurate communication regarding their concerns, feedback, and service-related issues.

Coordinate with clients to understand their service needs, expectations, and provide regular updates on issue resolution or service enhancements

Address client inquiries and issues, escalating to relevant internal teams when necessary.

Conduct regular check-ins with clients to gather feedback and address any emerging concerns.

Ensure that client requirements are well-communicated and met, managing deadlines and ensuring deliverables are provided as agreed.

Work closely with HR to define job descriptions, required skills, and qualifications for new customer service roles.

Assist in creating effective interview frameworks and questions that align with the company’s values and the specific requirements of the role.

Lead or participate in face-to-face interviews, evaluating candidates on their ability to handle customer service scenarios, conflict resolution, and technical proficiency with relevant tools (e.g., CRM systems).

Provide recommendations on final candidates to HR and leadership, ensuring the selection aligns with the team’s goals and culture.

Track and analyze employee attrition within the customer service department.

Identify patterns or reasons behind employee turnover, including exit interview data.

Assign tasks to team members based on their skills, experience, and expertise to ensure high-quality service delivery.

Prioritize client issues based on urgency and importance, ensuring that high-priority client requirements are handled first.

Ensure balanced task allocation across the team to prevent burnout and maintain productivity.

Monitor team capacity and redistribute workloads as needed to accommodate surges in client requests or to manage load.

Prepare and present regular reports (weekly, monthly, quarterly) detailing key customer service metrics

Provide detailed reporting on team performance, including individual and team productivity, quality of service, and areas needing improvement.

Focus on developing key soft skills such as active reading, empathy, conflict resolution, and customer relationship management.

Provide training on company policies, products, services, CRM systems, and customer service procedures.

Ensure that new hires are equipped with the skills and knowledge to meet client expectations and handle customer inquiries effectively.

Assess existing customer service processes to identify areas for improvement.

Gather input from the team, customers, and cross-departmental feedback to understand pain points and inefficiencies.

Create and document new processes to address gaps or inefficiencies in current workflows.

Develop standard operating procedures (SOPs) for handling various customer service scenarios, from inquiries to escalations.

Assign tasks to team members based on their skills, experience, and workload.

Ensure tasks are clearly defined with specific objectives, deadlines, and any necessary instructions.

Use project management or CRM tools to document and track tasks, ensuring all team members are aware of their responsibilities.

Set individual performance targets to ensure each team member knows their responsibilities and the expectations for their role.

Regularly monitor and track key performance metrics such as Quality, reply types, customer satisfaction, and issue resolution rates.

Conduct one-on-one performance reviews to provide personalized feedback and address areas where improvement is needed.

Give constructive criticism and positive reinforcement, highlighting strengths and areas for growth.

Help client with roster management on monthly basis

Manage SLA and agent satisfaction while doing so.

Provide immediate help to customer service representatives who encounter complex or challenging issues during customer interactions.

Be available on the floor or through communication tools to quickly respond to escalations or questions.

Identify when additional support or intervention is needed to prevent service issues or delays.

Manage escalated customer queries that frontline team members are unable to resolve.

Ensure that escalated issues are resolved promptly while keeping the customer informed and satisfied with the resolution process

Qualifications:

Minimum year of experience of customer servicing 5 to 7 years,but under 45

Ready to work,and comfortable with Gurgaon location.

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