Service Team Manager

Company Description

People Interactive is a leading consumer internet company in India, focused on helping individuals find meaningful connections and life partners. Through its flagship brands Shaadi.com and Sangam.com, the company has facilitated over 6 million successful matches and garnered the trust of people worldwide. Shaadi.com, established in 1996, is the world's largest and most trusted matrimonial platform, known for its innovative approach to online matchmaking. Sangam.com caters specifically to parents seeking life partners for their loved ones, providing detailed family and background information. People Interactive fosters a dynamic, customer-centric culture and is dedicated to creating platforms that promote love, joy, and togetherness.

Role Description

This full-time, on-site role of Service Team Manager is located in Delhi. The Service Team Manager will oversee daily operations within the customer service team, ensuring efficient service delivery and an exceptional user experience. Responsibilities include managing and motivating team members, monitoring performance metrics, developing strategies to enhance service quality, and addressing customer escalations effectively. The manager will collaborate with cross-functional teams to align objectives and drive customer satisfaction while fostering a high-performance work environment.

Qualifications

• Team leadership skills, with experience in team management, staff training, and motivation
• Excellent communication, interpersonal, and conflict resolution skills
• Proficiency in customer service operations, problem-solving, and maintaining service quality standards
• Strong analytical and decision-making capabilities for monitoring and improving performance metrics
• Ability to work collaboratively with cross-functional teams and adapt to a fast-paced environment
• Familiarity with CRM tools, contact center software, and customer service management systems is an advantage
• Previous experience in the matchmaking, e-commerce, or consumer internet industry is an added advantage
• Bachelor's degree in Business, Management, or a related field is preferred