Customer Support Manager

Responsibilities

• Manage/handle a department of 50 to 60 people.
• Smart execution of department operations within given resources. Their leave and shift management.
• Enablement of resources for efficient executions as per their roles and responsibilities.
• Establishing and monitoring customer service standards by employing recognized and comprehensive benchmarks.
• Conducting progress and development meetings with staff.
• Strong follow up for on-going projects and its completion on time.
• Developing a performance driven team who can achieve their assign targets.
• Creating a professional work environment where individuals are treated equally and fairly. To keep a healthy work life balance for all employees.
• Implementation of company policies & procedures.
• Time to time reviews of KPI’s, performance analysis and workable areas.
• Training need analysis and development of the staff for next level roles.
• Focus for operations improvement and business development.
• Process creation and improvement for the best interest of the business.

Qualification

Must be graduate with BBA/MBA preferred.

Excellent English communication skills

Skills Required

Leadership skills, team management, project management, situation handling, Go-getter attitude focused approach, calm, proactive, hardworking as well as intelligent working, time-driven, soft-spoken, dedicated to assigned tasks, quick learner, team player as well as solid individual player, solution provider.

Experience Required

• Minimum 5 to 8 years of experience required.
• Managing different teams and department.
• Customer support & services business operations, call center operations, business development, recruitment, and project management.