Deputy Manager / Assistant Manager Customer Care

Atria Convergence Technologies Limited

Hyderabad

5-10 Years

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Posted 12 hours ago
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Job Description

Location

Telangana

Role Overview

We are currently seeking a Deputy Manager for Enterprise Operations. This high-impact role requires a blend of operational execution and strategic technical vision to manage the Enterprise Call Centre, drive customer experience strategy for B2B clients, and oversee the CRM development roadmap.

Key Responsibilities

Call Centre & Service Delivery Management

Operations Leadership: Oversee daily operations of the Enterprise support desk to ensure all SLAs and TATs are consistently met.
Quality Assurance: Implement robust QA frameworks to maintain professional communication standards for Enterprise clients.
Workforce Management: Manage staffing, shift planning, and specialized training for the Enterprise Support team.
Omnichannel Optimization: Ensure seamless integration between CRM, telephony, email, and chat tools for a unified customer view.

Customer Experience (CX) Strategy

Journey Mapping: Map the end-to-end enterprise lifecycle to identify and resolve friction points from onboarding to renewal.
Voice of Customer (VoC): Manage NPS and CSAT programs, using feedback to drive continuous service improvements.
Escalation Management: Act as the strategic lead for resolving high-level service failures within the enterprise segment.

CRM & Data Management

Roadmap Management: Serve as the Product Owner for the CRM.
System Integration: Lead the customization of CRM workflows to support complex account hierarchies and tiered support levels.
Predictive Insights: Utilize CRM data to develop account health scores and proactively identify at-risk clients.
Reporting: Create executive dashboards to track CX metrics, system adoption, and Customer Lifetime Value (CLV).

Spotlight

Child care facility, Rewards & recognition, Course reimbursements, Performance bonus, Health insurance

Education

Bachelor Of Technology (B.Tech/B.E), Master of Accounting, Doctor of Medicine (M.D/M.S), Masters in Technology (M.Tech/M.E), Bachelor of Dental Surgery (B.D.S), Bachelor of Homeopathic Medicine and Surgery (BHMS), Masters in Arts (M.A), Master of Planning (M.Plan), Bachelor of Science (B.Sc), Bachelor in General Studies (BGS), Bachelors of Law (B.L/L.L.B), Bachelor of Applied Science (BAS), Master OF Business Administration (M.B.A), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Arts (B.A), Master of Commerce (M.Com), Master of Law (M.L/L.L.M), Doctor of Audiology (AuD), Master of Education (M.Ed), Bachelor of Commerce (B.Com), Master of Liberal Arts (MLA/ALM), Doctor of Jurisprudence, Master of Music (MM/MMus), Bachelor of Business Administration (B.B.A), Bachelor Of Pharmacy (B.Pharm), Doctor of Ministry, Masters in Communications Disorders (MCD), Master of Fine Arts (MFA), Bachelor of Music Education (B.M.E.), Doctor of Psychology (Psy. D./D. Psych.), Master of Professional Accountancy (MPA), Bachelor of Social Work (B.S.W), MBBS, Doctor of Public Health (DrPH), Doctor of Musical Arts (DMA), Master of Tax Accounting, Master of Health Administration (MHA), Doctor of Science (DSc/ScD), Doctor of Veterinary Medicine (DVM), Bachelor of Music, Master of Health Science (MHSc), Master of Public Administration (MPA), Master of Real Estate Development, Master of Public Health (MPH), Bachelor of Education (B.Ed), Master of Pharmacy (M.Pharm), Master of Divinity, Masters of Architecture (M.Arch), Doctor of Education, Bachelor of Interdisciplinary Studies, Master of Natural Resources (MNR), Master of Library & Information Science (MLIS), Bachelor in Hotel Management (B.H.M), Bachelor of Architecture (B.Arch), Master of Social Work (M.S.W), Master in Landscape Architecture, Doctor of Physical Therapy, Doctor of Dental Surgery/Medicine (DDS/DMD), Doctor of Optometry, Doctor of Pharmacy (PharmD), Master in Computer Application (M.C.A), Master of Library Science, Doctor of Nursing Practice (DNP), Doctor of Chiropractic (DC), Master of Technical & Professional Communication, Bachelor of Health Science, Bachelor Of Computer Application (B.C.A), Doctor of Business Administration (DBA), Bachelor of Liberal Arts (BLA/ALB)