Senior Manager- Customer Experience

Role & responsibilities:

1. Leadership and Team Management:

• Lead a team

o Drive team performance by meeting daily targets and ensuring adherence to SLAs.

• Provide guidance, coaching, and performance feedback to team members. (Certification preferred)
• Develop and implement individual development plans for team growth. (Certification preferred) o Foster strong intra-departmental relationships and promote a collaborative environment.

2. Customer Case Management:

• Personally handle escalated and sensitive cases, ensuring amicable resolutions. o Manage leadership escalations with professionalism and tact.
• Execute extensive outbound calling to address and resolve customer concerns.
• Demonstrate persuasion skills and resilience while managing demanding customers.

3. Operational Excellence:

• Research and suggest process improvements
• Analyze data and prepare weekly performance decks for review.
• Update and monitor statistical performance metrics for the team daily/weekly.
• Maintain thorough knowledge of process-related details and updates.
• Ensure root cause analysis, corrective planning, and execution of service improvements.

4. Process Improvement and Reporting:

• Collaborate on process updates and organizational announcements with the team.
• Identify areas for operational improvement and implement strategic solutions.
• Present data-driven insights and action plans to stakeholders and leadership.

5. Customer Service Excellence:

• Close 10-12 customer complaints daily to maintain service standards.
• Uphold exceptional service levels during shifts, including weekends and holidays.
• Ensure seamless management of escalations and achieve customer satisfaction.

Preferred candidate profile

• Proven experience in leading customer service teams, with a focus on escalations.

• Strong people management, coaching, and mentoring skills.

• Excellent analytical and presentation skills.

• Effective interpersonal and persuasion abilities.

• Resilience in managing challenging situations and high-pressure environments.

• Strong root cause analysis and corrective action planning skills.

• Flexibility to work in a 24/7 shift-based environment, including weekends and holidays.

• Exceptional communication skills (verbal and written)

Interested candidates may drop their CV on anria.1@goindigo.in