Assistant Manager - Customer Service

Role & Responsibilities:

• Responsible for assuring users are provided efficient and timely support on complaints and enquires.
• Manages the staff including consultation on performance evaluations, hiring and disciplinary responsibilities
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Constantly monitors the call queue to achieve SLAs and coordinates for resolutions with cross functional dependencies
• Drive action on prioritizing resolutions on Priority Escalations /Nodal and Appellate tickets and ensure SOPs are defined for all processes and monitor adherence
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Serves as the around-the-clock contact for all related support issues

Desired Skills and Competencies

• Ability to Influence,
• Customer Sensitivity,
• Execution Excellence/Do it Right,
• Functional Expertise,
• Passion,
• Situation Handling,
• Team Management,
• Working Together

Must have:

• Graduate or equivalent degree
• 6 -10 Years of work experience in Telco / ISP/ Video service Provider background
• Requires three or more years of related team management Experience
• Excellent communication and interpersonal skills
• Languages: English, Tamil (Hindi/Telugu or Kannada)
• Age not more than 35 years
• Work schedule: 6 days working with 1 rotational week off and rotational day shifts