Associate Manager - Customer Experience

Responsibilities

• Manage a team of 7-10 Relationship Managers.
• Assist us in creating a team from the ground up, including establishing the appropriate workflow, processes, and policies.
• Drive the team to achieve process SLAs / metrics - productivity and quality targets.
• Handle metrics like - NPS, Call Quality, AHT, CSAT, Utilization, Shrinkage, Attrition, etc.
• Monitor daily process-level activities to ensure policies and procedures are being followed.
• Ensure the team has the resources, information, and process knowledge to deliver an effective service to our customers.
• Conduct weekly/monthly feedback sessions with team members and present qualitative and quantitative data on their performance.
• Identify process and product improvement-related opportunities and drive them to execution.
• Collaborate with other teams within the organization to ensure smooth operations.
• Perform call audits on a day-to-day basis and share the outcome with the team members.
• Drive our most sensitive and complex escalations to resolution.
• Take initiatives to deliver on any other duties as assigned from time to time by the reporting manager/Management.
  

Requirements

• 4+ years of experience in the voice-based customer experience industry, and 2 years of team handling experience.
• Excellence in both written and spoken English and Hindi.
• Passion for creating a world-class support experience for learners.
• Ability to work under pressure in/fast-paced environment.
• Knowledge of MS Office and CRM/Telephony tools.
• Flexible to work in Rotational shifts/WOFFs.
  

Must-have Mindsets And Skillsets

• Tolerance for ambiguity: which translates to a get-it-done rather than wait-for-perfection approach.
• Iterative problem-solving: which translates to structuring problems and iterating on creative/implementable solutions.
• Bias to own, hustle, and deliver, which translates to proactively taking the lead with new initiatives, by default.
• Obsession with process excellence, which translates to being independent and detailed with all inputs and outputs.
• Caring and inspirational teammate: which translates to bringing the best out of every colleague, always: ).