Customer Service Manager

About the role-

Assistant Manager Operations is responsible for providing outstanding customer delivery by leading and motivating his/ her team and developing programs and action plans to deliver on all performance metrics and increase customer satisfaction. The person would be responsible for coaching and development of his/ her team members and driving positive culture in his/ her team.

High-Level Responsibility Areas

• The role requires reviewing key client requirements, translating these in to concrete actionable procedures for self and the group, mapping resource needs and training them on the various tools & processes with key focus on org-directions.
• Relationship management with onshore TMs
• Client CS SLA management
• Facilitating new domain/client transition
• Ensuring service accuracy through compliance
• Create goals and performance plans for teams.
• Champions operational improvements
• Ongoing Status updates with team
• Identify cross training strategy for his/ her team members.
• Effectively partner with the support functions such as Quality, H.R, T&A, RM, TD
• Manage Span ranging from (12  - 15)
• Performance Management
• People Management (Team management, Coaching & Development, resource management etc.)
• Business Management Routines & Client calls
• Escalation Management
• Coaching/Performance mgmt./Training
• Info shares/Roundtables
• Analytics / Consulting
• Stakeholder Management

Formal Education - Graduate with relevant experience post graduation (aggregate marks of >=45% ( No Gaps / Failure throughout Graduation)

Knowledge & Experience-

• Minimum 8 years of overall work experience (full time). 7-10 years of experience range is preferred.
• Should have substantial experience in domain
• People management experience of more than 3 years is preferred
• Proven ability to prioritize, develop and manage resource needs across clients