Responsibilities
- Manage a team of 20 Relationship Managers and team leaders.
- Assist us in creating a team from the ground up, including establishing the appropriate workflow, processes, and policies.
- Drive team to achieve process SLAs / metrics - productivity and quality targets.
- Handle metrics like - NPS, Call Quality, AHT, CSAT, Productivity, etc.
- Monitor daily process level activities to ensure policies and procedures are being followed.
- Ensure the team has the resources, information, and process knowledge to deliver an effective service to our customers.
- Conduct weekly/monthly feedback sessions with team members and present qualitative and quantitative data on their performance.
- Identify process and product improvement-related opportunities and drive them to execution.
- Collaborate with other teams within the organisation to ensure smooth operations.
- Perform call audits on day to day basis and share the outcome with the team members.
- Drive our most sensitive and complex escalations to resolution.
- Take initiatives to deliver on any other duties as assigned from time to time by the reporting manager/Management.
Requirements
- 5+ years of experience in the customer experience industry, and 1 year of experience in handling people managers.
- Excellent problem-solving and Analytical Skills.
- Passion for creating a world-class support experience for learners.
- Ability to work under pressure/fast-paced environment.
- Knowledge of MS Office and CRM/Telephony tools.
- Flexible to work in Rotational shifts/WOFFs.
Must-have Mindsets And Skillsets
- Tolerance for ambiguity: which translates to a get-it-done rather than wait-for-perfection approach.
- Iterative problem-solving: which translates to structuring problems and iterating on creative/implementable solutions.
- Bias to own, hustle, and deliver, which translates to proactively taking the lead with new initiatives, by default.
- Obsession with process excellence, which translates to being independent and detailed with all inputs and outputs.
- Caring and inspirational teammate, which translates to bringing the best out of every colleague.
This job was posted by Aaliya Baxamusa from Scaler Academy.
