About this role
The team is seeking an experienced Assistant Manager/Process Manager to join their team in Hyderabad. This role is crucial for managing customer support operations and ensuring high-quality service delivery. The ideal candidate will have a strong background in BPO and customer support, with proven leadership experience.
Key Responsibilities:
- Manage and lead a team of customer support executives.
- Oversee daily operations and ensure adherence to service level agreements.
- Develop and implement process improvements to enhance customer satisfaction.
- Conduct regular performance evaluations and provide coaching to team members.
- Handle escalated customer inquiries and resolve issues effectively.
- Collaborate with other departments to ensure seamless service delivery.
Required Skills & Qualifications:
- Minimum of 5 years of experience in a customer support role, with at least 2 years in a team lead position.
- Strong understanding of BPO processes and customer support metrics.
- Excellent communication and interpersonal skills.
- Ability to work in a night shift environment (6 PM to 3 AM).
- Proficient in using customer support software and tools.
What we offer:
- A dynamic work environment with opportunities for professional growth.
- Transportation facility provided for night shifts.
- A supportive team culture focused on collaboration and success.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.