Customer Experience Manager

About Scaler:

Backed by Sequoia Capital India, Lightrock and Tiger Global, Scaler is one of Asia’s leading online tech-education firms valued at over $710 million that aims to solve the tech talent gap worldwide through its market-leading products. 

The founders of Scaler, Anshuman Singh and Abhimanyu Saxena are IIIT Hyderabad alums with leadership experience across Facebook (working directly with Mark Zuckerburg and setting up the London Office) and NYC-based retail marketplace unicorn Fab.com. Anshuman Singh has also represented Team India twice at the prestigious ACM ICPC World Finals. The broader team is handpicked from leading firms such as Facebook, Google, Twitter, McKinsey, BCG, Sequoia Capital, Bain Capital and Hotstar.

Roles and responsibilities:

• Manage a team of 20 Relationship Managers and team leaders
• Assist us in creating a team from the ground up, including establishing the appropriate workflow, processes, and policies.
• Drive team to achieve process SLAs / metrics - productivity and quality targets 
• Handle metrics like - NPS, Call Quality, AHT, CSAT, Productivity etc.
• Monitor daily process level activities to ensure policies and procedures are being followed
• Ensure the team have the resources, information and process knowledge to deliver the 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 till execution
• Collaborate with other teams within the organization to ensure smooth operations
• Perform call audits on 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 reporting manager/Management 

Required skills:

• 5+ years of experience in customer experience industry, and 1 years of experience in handling people managers
• Excellent Problem Solving & Analytical Skills
• Passion for creating a world-class support experience for learners
• Ability to work under pressure/fast-paced environment
• Knowledge of MS Office and CRM/Telephony tools 
• Flexible to work in Rotational shifts/WOFFs