Job
Description
You will be joining EAZY Business Solutions, a fast-growing ERP Product, Project Development, and IT consulting company with a significant presence across India. Working in collaboration with the Singhal Group, EAZY Business Solutions is dedicated to providing exceptional services in Financial Services and Real Estate Solutions. Your primary responsibilities will include managing and leading a team of Eazy DMS Support Specialists Team leaders and Managers, totaling 160 full-time equivalents (FTEs). You will be responsible for providing coaching, mentoring, and performance feedback to your team members, ensuring their professional development and fostering a collaborative and results-oriented team environment focused on client satisfaction and service excellence. In order to enhance team efficiency, productivity, and service quality, you will develop and implement strategies that exceed Service Level Agreements (SLAs) for call handling, ticket resolution, and email response times. Monitoring key performance indicators (KPIs) such as call/ticket volume, first call resolution rates, and customer satisfaction scores will be crucial in optimizing staffing levels and resource allocation. Additionally, you will analyze data to identify trends, implement continuous improvement initiatives, and refine Standard Operating Procedures (SOPs) to ensure consistent and efficient service delivery. Client satisfaction will be a top priority in your role, as you will regularly track and analyze client satisfaction metrics, proactively address areas for improvement, and implement client feedback mechanisms to exceed client expectations. You will also be responsible for streamlining support processes, developing knowledge base articles and training materials, and collaborating with product development teams to ensure client needs are met. Your qualifications should include a minimum of 5 years of experience managing a Tech Process or similar customer service operation in a B2B environment, with a proven track record of improving team performance, client satisfaction, and operational efficiency. Strong communication, interpersonal, and leadership skills are essential, along with the ability to multitask and work effectively in a fast-paced environment. Proficiency in Microsoft Office Suite and contact center best practices is required, while knowledge of Salesforce service cloud will be considered an advantage. In return for your contributions, you can expect a competitive salary and benefits package, the opportunity to work with an innovative company, a positive and collaborative work environment, and the chance to make a real impact on the success of Eazy DMS and its clients.,
