Assistant Manager - Customer Support

IntrCity by RailYatri.in is hiring a AM - Customer Support for Kochi location.
Sharing below the role brief for your reference.

The Assistant Manager will oversee a team of customer service executives, ensuring high-quality support is delivered to customers. This role involves mentoring team members, managing performance, and collaborating with other departments to enhance customer satisfaction.

Key Responsibilities:

• Team Management: Supervise and motivate a team of customer service agents, fostering a positive and productive work environment.
• Training and Development: Conduct training sessions for existing staff to improve performance and skills.
• Performance Monitoring: Analyze individual and team performance metrics, providing feedback and implementing action plans for improvement.
• Quality Assurance: Review customer interactions to ensure adherence to company standards and policies, providing constructive feedback to agents.
• Customer Escalation Handling: Address complex customer issues and escalate them as needed, ensuring timely resolution.
• Reporting: Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to management.
• Process Improvement: Collaborate with management to identify and implement process improvements that enhance the customer experience.
• Scheduling: Manage team schedules to ensure adequate coverage and meet service level agreements.

Qualifications:

• Experience: Previous experience in a customer service role, with at least 1-2 years in a supervisory or team lead position preferred.
• Skills: Strong leadership, communication, and problem-solving skills; ability to motivate and inspire a team.
• Technical Proficiency: Familiarity with call center software and performance management tools.
• Customer Focus: Commitment to delivering exceptional customer service and improving customer satisfaction.

Working Conditions:

• May require flexibility in work hours, including evenings and weekends.