Call Center Manager

About the Role:

We are hiring for an experienced Manager of Customer Success to lead out on executing our customer experience and service strategy across our India markets. In this role, you will lead a team of 12-13 call center agents, manage customer care center growth, handle external tier 1 vendors, serve as the voice of the customer to the India regional manager, work with product and engineering to proactively tackle customer issues, build out and expand self-serve and other digital channels, and drive insights from and turn customer care into a revenue-generating channel. You will report directly to our Director of Global Customer Care.

What you'll do:

• Lead the India Customer Care Experience department with responsibility for leading all call center functionality.
• Establish clear, measurable goals and coach existing Customer Care team and business partners by providing necessary direction, support, and motivation.
• Demonstrate innovation by creating or enhancing processes that will improve customer satisfaction, empower productivity, and improve the ability of Nu Skin’s customer support representatives to respond to customer needs.
• Lead care efforts, building out and executing on a roadmap grounded in service level agreements (SLAs) and other important metrics.
• Establish and evolve reporting on SLAs, critical metrics, and other relevant insights; regularly communicating data to leadership teams.
• Stay abreast of overall business targets, schedules, and activities.
• Evaluate existing systems and processes, implement redesigns to improve key performance indicators, and develop applicable metrics to supervise achievement of goals.
• Act as a change agent, systematically driving continuous improvement and operational excellence.
• Manage all Customer Care Vendors and SaaS tool relationships.
• Supervise the deployment of technology and features that improve customer experience, alleviate the burdens of agents, and facilitate efficient operations.

What

• Bachelor’s Degree in Business Management (or other related fields)
• 12+ years of work experience in digital care, customer service, call center operations, and/or consulting experience.
• 6-8 years customer support and success leadership experience with a proven track record of leading people, building
• teams, and a focus on delivering value to customers.
• Measurable success in running complex programs from conception to completion.
• Demonstrated experience leading large, distributed teams towards measurable customer and business goals.
• Collaborative attitude with a track record of building strong relationships and influence across the organization.
• Strong Leadership and vision, with the ability to identify creative solutions, and then build and scale them effectively.
• Ability to adapt to a frequently changing and growing environment.
• Experience in Salesforce and Genesys digital customer care toolsets
• Experience working with globally matrixed teams

Bonus points for:

• Proficiency in other languages
• Advanced educational degree(s)