Job highlights

- Graduation: Any stream .
- Responsible for team of TLs / Floor supervisors . Should be proficient in managing the SLAs on daily,weekly and monthly basis Empower customer experience through increased customer satisfaction and self-help .
- Should abide to company policies and display core values

Graduation: Any stream Languages: English Hindi Mandate with Excellent Communication

Job Duties:

Responsible for team of TLs / Floor supervisors

Should be proficient in managing the SLAs on daily, weekly and monthly basis Empower customer experience through increased customer satisfaction and self-help

Achieve superior business results through outstanding management of highly motivated, high-performing team(s) and the growth and development of individuals.

Improve Customer Satisfaction through effective collaboration Very deep understanding of call centre tools, systems and processes especially CRM, ACD, CTI aspects

Robust process orientation and knowledge Synthesize the diverse feedback you hear from our users across,



different queues, social media app store platforms, influence and mediate between our users and product team.

Cultivate a culture of delivering superior solutions in order to retain our delighted users.

Develop and implement procedures pertinent to the effective and efficient operations and to set performance standards.

Provide MIS and submit weekly reports on user concerns, service failures and escalate issues on an on-going basis.

Lead and direct the customer support team.

Controlling the attrition of the team Manage the absenteeism

Regular 1-2-1 with the team Career planning for team members

Metrics for performance measurement: Program level service levels C-sat / NPS scores Team quality scores People

Responsible for employee morale, absenteeism attrition.

Should abide to company policies and display core values. Align self to organizational goals.

📌 Ass. Manager - Contact Center (Bengaluru)
🏢 Inspiration Manpower Consultancy
📍 Bengaluru