Assistant Manager Customer Support

About us:

Mosaic Wellnes

Man Matte

Be Bodyw

Little Joys

Role Summary:

Responsible for the service delivery to the customers (Internal & External), sets and achieves the departmental goals and results by using best practice leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.

Core Responsibilities:

• Develop and manage key performance indicators; communicate out performance and process improvements based on fact-based business intelligence.
• Identify, develop, and drive plans to ensure the Customer happiness team is meeting all performance related metrics (e.g. – Csat, FCR, Resolution time, Query% Reduction, Escalations etc.).
• Responsible for creating and delivering the Inhouse CHT performance reports; collecting, analyzing, and summarizing data, identifying trends and creating appropriate action plans.
• Monitor and track the Social media performance with respect to FRTs, Csat, Escalations and Quirky/Crips responses.
• Coordinate with Logistic, Doctor Team & Tech for the closure of the cases.
• Drive Customer Delight projects and re-engineer the SOPs.
• Drive a comprehensive “Voice of the Customer” strategy and define methods to align VOC insights with in-depth customer analyses in order to better understand and predict consumer behavior.
• Participate in daily & weekly meetings, address key performance concerns, and follow up on action the action plans to drive the performance.
• Knowledge management for the team and quality control.
• Innovate, design, develop, and implement processes, systems, and technology to support and enhance the process.
• Supervise and work closely with the LOB team to monitor performance and resolve ops issues.
• Ensuring continuous adherence to existing guidelines on various aspects of delivery, response to internal clients, mail etiquettes.
• Organize and coordinate the training programs for new hires and refresher customer service training programs.
• Work with Inhouse Supervisors & Team members to ensure escalated cases are closed on priority and learnings are implemented in the SOPs.
• Develop SOP and Ops Excellence framework.
• Apply performance management strategies - action plans, BQ planning

Must Have Competencies:

• A minimum of 7 to 9 years of experience in Customer Service process.
• Overall Experience of 6+ years out of which, minimum 2 years in startup environment.
• Graduate / Diploma (10 + 2 +3 / 10 + 3)
• Management Certification & Six Sigma
• English skill. Spoken Hindi (neutral accent)
• Working knowledge of Windows 7 (OS) and above
• Telephony Systems like Avaya, Genesys,Exotel etc.
• CRM systems like Salesforce, Microsoft Dynamic etc.
• Knowledge of BOT or Automation in Chat and Calls.