Senior Deputy Manager - Customer Service

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JOB SUMMARY:

We are seeking an experienced and motivated Customer Service-Sr. Deputy Manager to manage and support team. The ideal candidate should have passion for customer service and possess strong leadership skills to manage and motivate team members. The Sr.DM will be responsible for providing guidance, feedback and support to the team to ensure a high level of customer satisfaction

KEY 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 (DNPS)

  TAT of Customer/Agent query resolution as per defined SLA

  Employee satisfaction/Internal Audit

  Quality/Accuracy of resolution

Knowledge and skills required:

  At least 3-5 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 circumstances and be flexible

Desired qualifications and experience:

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