Deputy Manager - Customer Service

Responsibilities

• Manage and oversee the daily operations of team
• Provide leadership, training, coaching and support to team members to ensure they meet performance goals and objectives
• Monitor team performance and develop action plans to improve productivity, efficiency and quality of service
• Develop and maintain customer service standards and policies to ensure a high level of customer satisfaction
• Identify opportunities for process improvements and make recommendations to management
• Coordinate with other department to resolve customer issues and complaints in a timely and effective manner
• Collaborate with management to develop strategies to enhance customer experience and drive customer retention
• Develop and maintain reports of team performance, including metrics such as volume, resolution time, Customer Satisfaction rating
• Conduct regular performance evaluation and provide feedback to team members

Measures of Success

• Customer satisfaction scores
• TAT of Customer/Agent query resolution as per defined SLA
• Employee satisfaction
• Quality/Accuracy of resolution

Knowledge and Skills Required

• At least 4-5 years of experience in a customer service leadership role
• Excellent communication, interpersonal and problem solving skills
• Strong leadership, coaching and motivational skills
• Ability to analyze data and make data-driven decisions
• Knowledge of customer service software, such as CRM and ticketing system
• Experience with managing remote teams
• Ability to work in a fast-paced environment and manage multiple priorities
• Strong organizational and time management skills
• Ability to adapt to changing

Desired Qualifications and Experience

• Should be a graduate, preferably MBA and knowledge of Life Insurance sector will be an add-on

Knowledge Skill Matrix

• Experience of managing operations and customer service preferably in Banking, Telecom or Financial service companies
• Exposure to quality tools and processes
• Ability to manage teams
• Good communication skills
• Strong Customer Focus
• Strong Analytical Decision Making Ability

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.