Supervisor Customer Excellence

Regency Technologies

1 - 5 years

7 - 10 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

rca change management service level team management issue resolution customer support customer service information management operations logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead Process Delivery: Supervise daily team operations and be accountable for all key performance indicators (KPIs) across productivity, quality, SLA adherence, and customer experience . You will also ensure service and cost parameters are maintained .
Manage and Mentor People: Directly manage and mentor a team of 15-20 personnel , conduct periodic performance reviews , monitor employee performance, and ensure regular coaching and training is delivered .
Drive Performance Excellence and Improvement: Constantly evaluate current operational strategies, recommend improvements , and identify opportunities to introduce RPA and other technologies to gain capacity benefits
Collaborate with Stakeholders: Develop and maintain strong relationships with key stakeholders, including customers and internal teams , collaborating with other departments to ensure a seamless customer journey .
Ensure Standardization: Maintain standard workflows at the keystroke level and keep them updated , working towards the standardization of common processes across all workflows.

What You ll Bring

The ideal candidate will have:

Proven track record of managing a high-performance team , preferably managing a team of 15-20 resources .
Experience in B2B customer service and exposure to customer satisfaction surveys .
Strong knowledge of direct/indirect team management , customer empathy, and objection resolution skills .
Proven ability in change management and multi-departmental issue resolution processes , including conducting Root Cause Analysis (RCA) and implementing corrective/preventive actions .
Fluency in English (written and verbal) . Relevant tertiary qualifications are preferred .

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