1. Build and monitor frameworks for managing the day-to-day operations of customer care services, specializing in ticket/email/chat support.
2. Plan and manage manpower to meet ticket volume demands.
3. Track and improve key performance metrics (e.g., CSAT, FRT, SLA, Ticket Aging).
4. Coordinate with teams to resolve issues faced by outsourced partners and customers.
Role Responsibilities
1. Consult with business partners to determine effective monitoring strategies and identify performance gaps.
2. Schedule and oversee governance meetings on performance, processes, and quality metrics.
3. Manage reporting, MIS, tracking, and database management for LMS activities.
4. Set expectations and drive KPIs for your team while achieving individual targets.
5. Oversee operations of Email Support from ticket creation to resolution, ensuring compliance with SOPs and collaboration with dependent teams.