Manager/Sr. Manager – Customer Support

Shift Timings: UK Shift

Relevant Exp: 10yrs

Position Overview: As the Senior Manager, you will lead a team dedicated to resolving customer challenges and enhancing product experiences. Your role involves driving innovation, improving processes, and ensuring exceptional customer service. You will prioritize system stability, foster innovation, and collaborate with cross-functional teams to enhance customer and agent journeys. Empowering your team for continuous improvement and fostering a coaching culture are also key aspects of this role.

Key Responsibilities:

Vision and Culture: Set team vision, manage performance, and ensure adherence to goals

Collaborate with internal/external partners to build input-focused operating plans for achievement of key measures.

Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice.

Implement programs aimed at hiring and developing top talent and build career development roadmap for site operations teams.

Inspire front line teams to go beyond the standard call of duty to find creative solutions for our product issues; encourage risk-taking and advocacy on behalf of product teams.

Create closed-loop feedback processes where associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools.

Work with finance & operations leadership team to develop, support manage the annual expense budget and build collaborative relationships with partner organizations.

? Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of.

Achieve improvements in Operations, Quality, Productivity, Cost, Customer experience and People metrics.

Demonstrated passion and obsession for internal/external customers while maintaining a lean, highly productive operation.

Proven ability to think strategically but stay on top of tactical execution.

Expects and requires innovation of her/his team and creates an environment that fosters creative thinking.

Excellent communication skills

Proven decision-making ability.

Requirements:

7+ years of data operation management.

Experience in driving operational excellence and achieving KPIs/SLAs.

Ability to work collaboratively and resolve issues.

Bachelor's degree required.

Client-centric with strong client engagement mentality.