Sr. Manager - Customer Support

Amar Ravi

Job Information

Job Id: GTPJ49593781

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    Job Role Customer support
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    Company Name Amar Ravi
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    Company Website
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    Industry Type Information Technology
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    Candidate Type Experienced
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    Experience 4 - 6 Years
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    Work Location India - Maharashtra
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    Job Type Permanent
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    Education Under Graduate, Post Graduate
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    Degree MBA, B.Com, M.Com, Any Degree
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    Specialization Customer Support
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    Acceptable Notice Period 30 Days
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    Yearly Salary Industry Standard
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    No of Vacancies 1 openings
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    Language English, Hindi

Job Description

About the role
Sr. Manager - Customer Support will play a critical role in leading the customer support team. Working on discovering avenues for improvement and executing plans.
The ideal candidate will serve as a thought leader, managing teams, helping to identify trends, evolving best practices, and new technologies/tools for all efforts that drive customer satisfaction and process improvement.
What you'll do-
• Manage a team of customer support managers (Chat, Call, and e-mail) and associates (50+ overall strength).
• 4 customer support managers and 45+ associates.
• Making a roadmap for the customer support team to hit targets for qualitative and quantitative improvements.
• Overseeing operations and employee productivity, building a highly inclusive culture ensuring team members thrive and organizational outcomes are met.
• Build strategies/performance improvement plans to drive more productivity.
• Analyse robust performance reports to continually optimize the processes which ultimately leads to better customer satisfaction.
• Maintain and drive the input metrics of the team and track output.
• Build solutions in coordination with various stakeholders – product, tech, and marketing to drive team productivity.
• Liaise with HR and the training team for recruitment and training expansion plans.
• Plan and manage the team resources.
• Strategies and implement processes to keep the team motivated
• Incentive structures
• Competitions
Must Have
B2C, Project Management skills, Customer Relationship Management

Please don't send irrelevant profiles.
Please reach out to me
email -
Phone - 94907 34910

Note - The subject of the email should be "Sr. Manager - Customer Support

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