Senior Manager - Customer Experience & Customer Service

About Info Edge:

InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers.

At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent.

Job Objective:

• Process Management:

• Managing entire customer life cycle for our top enterprise clients including servicing, experience, feedbacks and escalations.
• Continuous improvement on involved matrices like NPS, CSAT, TAT and Quality Scores with projects.

• People Management/Team Management

  :
• Responsible for leading and managing people to drive daily production, ensure best in class quality and NPS thereby oversee day to day operations
• It would involve leading by example and be hands on to develop, coach, train, induct and formally appraise employees to set performance standards.
• Provide coaching and feedback to the team specifically on process with CSAT and efficiency as key parameters
• Review quality feedback and drive the team towards best quality and containing escalations
• Monitor and manage daily workflow and staffing needs and manage department metrics and goals like SLA & ASA, email Resolution & TAT

• Drive Input and out Metrics:

  The role will involve responsibility to critically analyze information, monitor and manage performance. It would need one to drive continuous improvement towards meeting and exceeding targets

• Analysis and Reporting:

  Generate and present reports relating to team and business performance. Analyze the opportunity areas, create action plan to improve the overall performance

• Product Improvement:

  Capture client feedback, work closely with the relevant stake holders and product team to incorporate the changes in the benefit of both client and the organization.

Why Join Us: