Info Edge - Senior Manager - Enterprise Servicing/Client Servicing (7-10 yrs)

About Info Edge:

InfoEdge's mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behavior, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers.

At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent.

About BU: Naukri.com

Naukri.com, online recruitment classifieds, is a significant player and a market leader in India's well-established business space. The recruitment space provides all the job seeker with advisory services and caters to different elements of the job listing, employer branding, resume short-listing, career site management and campus recruitment. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails.

The platform, on the online recruitment space, continues to reinforce its established leadership position in India that has given it a competitive edge in the market

Title: Senior Manager Customer Experience

Required Educational Qualification: Full Time PG Degree or equivalent

Desired Experience: 7-10 Years

Job Objective: The objective is to provide professional work frame to Customer life cycle including servicing and net experience for our enterprise clients with focus on process and people excellence.

Job Description:

Process Management:

- Managing entire customer life cycle for our top enterprise clients including servicing, experience, feedbacks and escalations.

- Continuous improvement on involved matrices like NPS, CSAT, TAT and Quality Scores with projects.

People Management/Team Management:

- Responsible for leading and managing people to drive daily production, ensure best in class quality and NPS thereby oversee day to day operations

- It would involve leading by example and be hands on to develop, coach, train, induct and formally appraise employees to set performance standards.

- Provide coaching and feedback to the team specifically on process with CSAT and efficiency as key parameters

- Review quality feedback and drive the team towards best quality and containing escalations

- Monitor and manage daily workflow and staffing needs and manage department metrics and goals like SLA & ASA, email Resolution & TAT

Drive Input and out Metrics:

- The role will involve responsibility to critically analyze information, monitor and manage performance. It would need one to drive continuous improvement towards meeting and exceeding targets

Analysis and Reporting:

- Generate and present reports relating to team and business performance. Analyze the opportunity areas, create action plan to improve the overall performance

Product Improvement:

- Capture client feedback, work closely with the relevant stake holders and product team to incorporate the changes in the benefit of both client and the organization

Why Join Us:

This is a unique opportunity to work on innovative and disruptive technology driven business solutions that are shaping the future of the industry. We are looking for candidates who are willing to work passionately in a fast-paced environment and are ready to enhance their skills by learning something new.

Being a part of InfoEdge, will allow you to unleash your potential and carve your own career.

To learn more about Info Edge visit http://www.infoedge.in/