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