4 Support Metrics Jobs

As a Quality Analyst, your primary responsibility will be to develop and maintain internal support and call center quality standards. You will review a subset of sales agents" interactions such as calls, emails, and chats, and provide meaningful and constructive feedback on evaluations. It will be essential for you to discuss and explain feedback with agents in regular meetings and create strategies to improve support Key Performance Indicators (KPIs). Additionally, you will assist agents in enhancing their performance through specific guidance and ongoing support, identify training and onboarding needs, and initiate related projects. Generating reports reflecting support performance and reporting the support team's performance to senior management will also be part of your role. Participation in calibration sessions to ensure consistency in internal evaluations and contributing positively to team culture are also expected from you. The ideal candidate for this role should have a minimum of 2 years of hands-on experience in quality assurance within customer service or sales. A proven track record of analytical skills, strong communication skills including the ability to deliver feedback effectively, excellent people skills, and the ability to build rapport are necessary. You should also possess good organizational skills, knowledge of goal-setting practices, experience with data visualization, and an understanding of support metrics. Problem-solving capabilities to create meaningful strategies to improve support quality are also crucial for this position. In this role, you will have the opportunity to work on a highly critical role that will have a direct and significant impact. You will be part of a learning environment where unique problem-solving approaches are encouraged. A collaborative and diverse team that values mutual respect and clear communication will support you. Expect challenging work that will help you keep your brain healthy. We are looking for fast, focused, and committed individuals with the ability to work in a diverse team. If you are passionate about creating something big and impactful, you might be the successful applicant we are looking for. Key Skills: - Data visualization - Analytical skills - KPI management - Customer service - Call monitoring - Quality assurance - Support metrics - Team management - Strong communication skills - Report generation - Constructive feedback - Training & development - Reporting - Organizational skills - People skills - Training needs analysis - Problem-solving - Evaluations - Performance improvement - Problem-solving capabilities - Goal-setting practices - Feedback mechanism - Training and development - Quality analysis - Call center operations - Feedback management - Performance measurement - Interpersonal skills,

In your role as the Director, Customer Support Operations at our company, you will be responsible for leading the customer support operations in India. Your primary focus will be on the day-to-day management of the support function, implementing processes and systems, and ensuring high-quality service delivery while optimizing operational costs. The Student Advocacy Team (SAT) is a B2C support organization within our company that aims to provide the best customer care to Chegg customers when our products or services do not meet their expectations. We prioritize quality, transparency, simplicity, and convenience to offer help when and where needed. Your responsibilities will include managing the daily operations of our customer support and quality assurance teams, which involves tasks such as hiring, training, and development. You will need to implement standard operating procedures and quality frameworks to ensure consistent service delivery. Leading the adoption and utilization of support systems and tools, including our omnichannel platform and quality monitoring solutions, will also be part of your role. To track team performance and identify improvement opportunities, you will develop and monitor key performance indicators. Your experience in building and managing quality assurance functions in customer support environments will be valuable. Additionally, you will manage relationships with BPO partners to ensure service level agreements are met and conduct data analysis using SQL, data visualization tools, and text analytics to generate actionable insights. Managing team capacity and scheduling to meet fluctuating support demands, preparing and managing departmental budgets and forecasts, and ensuring a high level of service delivery will also be crucial aspects of your role. You should have at least 10+ years of experience in customer support operations, with 3-5 years in management roles, and a Bachelor's degree in business, operations management, or a related field. Excellent English communication skills, both written and verbal, are required. Preferred experience includes knowledge of EdTech or subscription-based business models, experience with AI-based support solutions, and familiarity with process improvement methodologies such as Lean or Six Sigma. An MBA or related advanced degree, along with an understanding of global support operations and best practices, will be advantageous. Chegg is a renowned platform that helps millions of learners worldwide achieve their educational goals with confidence. Our personalized learning assistant utilizes artificial intelligence, proprietary content, and a wealth of learning insights to provide 24/7 on-demand support across various learning styles and levels.,

Overview The Manager, Technical Support supervises the day-to-day operations of Technical Support Engineer Team. Responsible for ensuring the team is appropriately staffed, trained, and handles client volume within specific metrics. The Manager, Technical Support Engineer reports to the Director Technical Support. Responsibilities Develop and grow a team of Support Engineers to deliver world class customer service. Manage team productivity and performance through instilling a metrics driven culture. Define team and individual goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals. Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team. Conduct weekly/monthly reviews with Support leadership and present qualitative and quantitative data on business performance. Conduct quarterly reviews with iCIMS leadership. Demonstrate strategic thinking to plan and execute medium/long term initiatives. Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group. Foster and facilitate the professional growth, engagement, and development of team members. Manage workflows and schedules for direct reports and ensure adequate workload coverage. Manage key processes including FAQ analysis, case reviews, and customer feedback analysis. Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management. Drive continuous improvement in processes through innovation and automation and cutting-edge technology. Open to work in shifts and weekends. Qualifications 10+ years of experience in Support teams with at least 4+ year experience leading an operational team. Prior experience leading a client facing support team for international markets / SAAS Strong understanding of Customer Support metrics and SLAs Excellent verbal and written communication skills Excellent planning and organizational skills Strong presentation skills and ability to motivate teams. Knowledge of MS Excel and PowerPoint

Job Overview: SMS Magic is a leading provider of messaging solutions for businesses. We help companies connect with their customers through SMS, WhatsApp, Facebook Messenger, and other popular messaging channels. We are looking for a highly motivated and experienced Head of Customer Support to lead our customer support team and ensure the delivery of excellent customer service to our clients. As the Head of Customer Support, you will be responsible for overseeing the day-to-day operations of the customer support team, ensuring that our customers receive the highest level of support and satisfaction. You will work closely with cross-functional teams, including sales, marketing, engineering, and product management to ensure that customer needs and concerns are effectively communicated and addressed Roles & responsibilities Develop and implement customer support strategies to ensure excellent customer satisfaction Lead, mentor, and manage the customer support team Ensure that customer inquiries, concerns, and issues are addressed in a timely and efficient manner Analyze customer feedback and implement improvements to our customer support processes and procedures Collaborate with cross-functional teams to identify and address customer needs and concerns Create and maintain a knowledge base of common customer issues and resolutions Develop and maintain customer support metrics and reporting to measure customer satisfaction and team performance Build and maintain relationships with clients and stakeholders Continuously improve customer support processes and methodologies Identify and pursue business development opportunities Provide leadership and guidance to the customer support team Evaluate customer support team performance and make recommendations for improvements Ensure customer support best practices are followed and documented What will qualify you for this role?: To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations. 12+ years of experience in customer support, with at least 5+ years in a leadership role Bachelor's degree in a related field, or equivalent experience Strong knowledge of customer support processes and methodologies Experience in leading and managing customer support teams Excellent communication and leadership skills Strong problem-solving and decision-making skills Proven track record of delivering excellent customer service and satisfaction Experience in building and maintaining client and stakeholder relationships Strong business acumen and ability to identify business development opportunities