Senior Manager - Contact Center

Job Location:

Title:

Reports to

Department Overview:

Customer Service department provides professional and high-quality assistance to customers of

matrimony.com throughout the customer life cycle.

Role Overview:

Technical ability, people skills, leadership skills, empathy, a positive attitude, a willingness to serve, multi-tasking and organizational skills, ability to delegate, vision, and the ability to see the big picture. Improving customer service experience, create engaged customers and facilitate organic growth. Taking ownership of customers issues and following problems through to resolution. Setting a clear mission and deploying strategies focused on that mission.

Key Responsibilities:

• Managing Customers and Customer Experience Team
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Lead our team of customer service agents and manage the day-to-day operations (staffing, planning, quality).
• Should have an in-depth knowledge of contact centre metrics viz C-SAT, ASAT, SL, Abandoned, AHT, Occupancy etc
• Generate sales among incoming customers, including up-selling and cross-selling
• Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by Team Leads.
• Improve customer service procedures, policies, and standards
• Working closely with product teams to understand and give input into product changes relating to the customer feedback & customer service team.
• Good knowledge of CRM, Dialler, Chat tools.
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, sales etc. to define action plans that resolve issues and drive continuous improvement
• Keep ahead of industrys developments and apply best practices to areas of improvement
• Identifies customer service trends and determines system improvements. Analysis variance and initiates corrective actions.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analysing results.
• Ensure all team members who handle customer contacts radiate the same high degree of professionalism and customer obsession
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

Skills and Competence:

• Multilingual fluency (minimum 1 regional languages and English)
• Excellent leadership and communication skills. Strong coaching and people development skills
• A passion for customer engagement and a desire to delight customers by taking ownership to resolve the customers issues.
• Passion to learn - Ability to acquire in depth Process/product knowledge
• Problem solving ability
• Influencing skills demonstrated experience in influencing internal/external customers towards a win-win situation.

Education and experience:

• Graduation and above
• Minimum 14 years of experience in a customer service role with minimum of 8 years’ experience in a manager role.
• Should have handled a team size on min 100 people
• Proficiency in MS-office