Mis Executive

6 days ago

Guindy Chennai Tamil Nadu, India EQL FINTECH PVT LTD Full time

**Job Title: Lead Manager (MIS Executive)**

**Job Summary**:
We are looking for a skilled Lead Manager to oversee and guide a team responsible for delivering exceptional service and support. In this role, you will ensure efficient service delivery, drive process improvements, and maintain customer satisfaction. Your leadership will inspire the team to consistently achieve high performance and deliver a seamless customer experience.

**Responsibilities**:

- Manage a team of service representatives, ensuring timely and effective handling of all service requests.
- Assign and prioritize service tasks, ensuring workloads are distributed equitably and completed on time.
- Monitor team performance, providing coaching, feedback, and support to maintain high service quality standards.
- Ensure zero-backlog for service requests and unresolved customer issues.
- Maintain a zero-unmanaged-request policy, ensuring all queries are addressed promptly.
- Develop strategies to improve team efficiency and enhance customer satisfaction metrics.
- Conduct regular training sessions to keep the team updated on best practices and product knowledge.
- Collaborate with other departments to address customer concerns and improve service workflows.
- Contribute to team meetings with ideas and initiatives to enhance operational excellence.
- Prepare and present regular performance reports to management, highlighting key insights and areas for improvement.

**Qualifications**:

- Proven experience in managing service teams or similar leadership roles.
- Strong understanding of customer service processes and CRM systems.
- Excellent communication, problem-solving, and leadership skills.
- Ability to manage priorities effectively in a dynamic environment.
- Proficiency in using service management tools and analytics software.

**Key Performance Indicators (KPIs)**:

- Customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Average resolution time and First Contact Resolution (FCR).
- Adherence to Service Level Agreements (SLAs).
- Reduction in unresolved or escalated service requests.

Pay: ₹15,000.00 - ₹18,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Schedule:

- Day shift

Application Question(s):

- What was your last salary?

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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