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Trip Factory - Manager - Customer Support

0 years

0 Lacs

bengaluru karnataka india

Posted:5 days ago| Platform: Linkedin logo

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Skills Required

support sourcing development escalation scheduling audits service training data drive coaching calculations freshdesk updating reporting collaboration report analysis swift

Work Mode

On-site

Job Type

Full Time

Job Description

About

  • Manage full-cycle hiring with HR, from sourcing to onboarding.
  • Conduct monthly 1:1s to review performance, recognize strengths, and set development plans.
  • Serve as primary contact for grievances, ensuring fair and timely resolution.

Operations & Escalation Handling

  • Oversee the resolution of complex customer issues by managing all escalated cases.
  • Lead daily team briefings to address performance gaps and share critical updates.
  • Ensure business continuity by providing operational support during weekends when required.
  • Strategically manage workforce scheduling, approving leave and time-off requests to maintain optimal coverage.

Quality, Process, & Performance Improvement

  • Lead daily quality audits of calls and chats to assess performance and uphold exceptional service standards.
  • Champion operational excellence by identifying process, training, and product improvements, and leading strategic change execution.
  • Leverage data insights on productivity and behavior to drive personalized coaching and professional development.
  • Ensure fair and accurate incentive payouts through meticulous oversight of calculations and timelines.
  • Own and maintain the Freshdesk knowledge base, curating and updating critical SOPs.

Reporting & Cross-Functional Collaboration

  • Deliver strategic insights through weekly ARC Sales Report analysis and distribution.
  • Align cross-functional teams on performance goals for cohesive execution.
  • Serve as primary contact for technical and product inquiries, ensuring swift resolution
(ref:iimjobs.com)

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