Assistant Manager

We are looking for an experienced and dynamic BPO Manager to lead our Customer Retentions Team focused on retaining existing customers of Adobe products. The ideal candidate will have exceptional communication skills, strong leadership abilities, and a proven track record in people management.

• Lead and manage the customer retention team to meet retention targets and enhance customer satisfaction.
• Develop and implement effective strategies to retain customers and reduce churn rates for Adobe products.
• Monitor team performance, set goals, and provide regular coaching and feedback to ensure continuous improvement.
• Handle escalated customer queries and resolve them in a timely and professional manner.
• Collaborate with cross-functional teams to improve retention processes and identify opportunities for service enhancement.
• Prepare and present reports on customer retention metrics to senior management.

What you'll do

• Lead and manage the retentions support team to build and promote a culture of service excellence.
• Work with Adobe support managers & leaders to benchmark, identify, implement, and measure support as well as business-related metrics.
• Manage your team's performance to ensure all KPIs and service level agreements are met.
• People management includes hiring, goal-setting, mentoring, and progressive discipline.
• Ensure effective workforce planning, skills, and resources to enable support of expected customer needs and call volumes.
• Where necessary, lead and engage cross-functional teams, domestically and/or regionally, to share and engage technical expertise and experience to support the timely delivery of business and customer needs.
• Build strong technical expertise and capability within the team.
• Develop and deliver key initiatives to improve business processes and customer service delivery
• Assist in the development and implementation of strategic plans initiatives and direction
• Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues

Key Responsibilities:

• Lead and manage the customer retention Team to meet retention targets and enhance customer satisfaction.
• Develop and implement effective strategies to retain customers and reduce churn rates for Adobe products.
• Monitor team performance, set goals, and provide regular coaching and feedback to ensure continuous improvement.
• Handle escalated customer queries and resolve them in a timely and professional manner.
• Collaborate with cross-functional teams to improve retention processes and identify opportunities for service enhancement.
• Prepare and present reports on customer retention metrics to senior management.

Requirements:

• Excellent command of spoken and written English.
• Minimum of 5 years of experience in managing teams that provide international customer support, preferably in a BPO environment.
• Proven track record of successfully handling customer retention strategies and managing team performance.
• Strong interpersonal and people management skills, with the ability to inspire and motivate a team.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Proficiency in using CRM tools and other relevant software.