Senior Customer Service Manager

Job Description

Manager M2/Senior Manager

• Will be part of the senior project management team
• Deliver the best customer service experience for customers and consumers
• Ensure the team responds professionally to all customer requests with the defined TAT via phone, chat or email
• Focus on continuous process improvement to benefit the client and the project metrics
• Analyze competitors and the market to suggest new technologies to be implemented
• Responsible for end-to-end delivery management of new and/or existing projects
• Manage all client expectations and communication
• Manage the P&L for projects ensuring margins and client SLA’s are consistently met
• Work with new and existing team members towards ensuring a robust and ongoing training plan
• Support the pre-sales team to execute pilots towards winning new business from prospective clients
• Ensure compliance with internal systems and quality policies
• At least 5+ years of relevant experience in inbound customer support services across voice and non-voice operations
• Demonstrated experience of managing large teams (more than 300 people)
• Actively participated in the pre-sales process (RFP’s, Pilots etc.) to acquire new clients including commercial modelling, creation of pitch and service decks
• No specific parameters are being defined for age / educational background / years of experience
• Any Graduate