Associate Manager - Customer Support - IT/Renewable Industry (10-18 yrs)

- Team Management

- Lead and mentor supervisors to deliver results consistently

- Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team. Manage multi-layer squad and their performance through on-the-job coaching and mentoring.

- Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs. Develop a business contingency plan for your team

- Create a fun-engaging-inspiring working environment that encourages personal responsibility, mutual support, trust, and respect

Project Management:

- Strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to improve center efficiency and staff performance proactively.

- Analyze support metrics and processes while developing more effective techniques and strategies as needed.

- Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk.

- Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions

Execution:

- Identify critical insights and provide improvement recommendations to product teams.

- Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization.

- Identify recruitment needs from forecast models and work with recruitment to drive this end-to-end.

Stakeholder management:

- Collaborate with different cross-functional managers

- Manage stakeholder internal and external communications; de-escalate customer relations and prevent churn through cross-collaboration and effectively manage expectations

Process excellence: Identify operational issues and help improve processes performance

Who you are and what you bring:

- Minimum of 7 years of professional experience in multi-channeled support environment with at least 4 years of experience directly managing an impactful team.

- BE or BTech graduate

- The role is for night shit.

- The candidate should be open to working weekends as well

- Communicates clear and concise thoughts, both verbally and in writing

- Strong affinity for stakeholder management, strategic problem solving and driving action through data-driven insight

- Project management experience is a bonus