Senior Manager

About Info Edge:

Info Edge is the parent company of established brands like naukri.com, 99acres.com, shiksha.com, jeevansathi.com, and many others. At Info Edge, our 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. 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.

About BU: 99acres.com

99acres is a gateway to one of the fastest-growing property markets of the world for buying, renting and selling of all types of properties in India. With over 9 million visitors visiting the website every month, looking for real estate solutions, 99acres.com has over 10 lakh residential and commercial property listings and over 1.5 lakh new projects. Role Overview: Will be responsible for taking care of the customer service/validation team (voice), ensuring high customer experience. This role involves developing customer service policies & processes, managing a team, sharing client feedback with relevant stakeholders and improving service levels to enhance customer experience.

Team Management:

1. Hire, train and supervise customer service executives
2. Develop and implement strategies to improve team productivity
3. Customer Service Operations:
4. Develop and implement customer service policies and procedures; set up or improve lead generation and validation systems, and FAQs
5. Design workflows, escalation protocols, and service standards; establish feedback collection systems (surveys, NPS, CSAT)
6. Ensure productivity, workforce management, and roaster planning within the assigned team to minimise unattended queries.
7. Analyse customer feedback and call connects to identify areas for improvement and deliver insights to executives

Process Improvement:

1. Identify and implement process improvements to enhance service quality and efficiency
2. Work with other departments to streamline customer service operations
3. Anticipate volume spikes and proactively build capacity plans

Key Responsibilities:

Team Management:

1. Hire, train and supervise customer service executives
2. Develop and implement strategies to improve team productivity
3. Customer Service Operations:
4. Develop and implement customer service policies and procedures; set up or improve lead generation and validation systems, and FAQs
5. Design workflows, escalation protocols, and service standards; establish feedback collection systems (surveys, NPS, CSAT)
6. Ensure productivity, workforce management, and roaster planning within the assigned team to minimise unattended queries.
7. Analyse customer feedback and call connects to identify areas for improvement and deliver insights to executives

Process Improvement:

1. Identify and implement process improvements to enhance service quality and efficiency
2. Work with other departments to streamline customer service operations
3. Anticipate volume spikes and proactively build capacity plans