Assistant Manager Customer Support - Bengaluru, India - Silvermine Group

Description

About UsSilvermine Group is a decade-old SaaS, Taxation FinTech company that's building e-commerce SaaS companies in the cloud for the US market and helping companies bring offline processes online, saving time and money.

We bring modern Internet software to main streets across America.

Since our founding over a decade ago in Wilton, Connecticut, we have empowered our employees to make decisions that serve our customer's interests first.

Job Title:
Assistant Manager - Customer SupportYears of Experience: 10+


yearsJob Location:

Bangalore (Hybrid)Company URL:
Roles & Responsibilities:1.

Manage the day-to-day planning, operation and problem-solving of the Vendor Team Members to meet the required service level components, standards and sales targets .2.

Ensure escalations and complaints from customers are resolved with urgency and to be kept at a minimum through regular coaching and feedback to the team.

Ensure all contact center metrics are met as per agreed targets .3. Compiling reports on team s performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vice versa. Work closely with other operational teams on quality and improvement of service4. Work with leaders within the organization to influence the focus on customer experience and coaching strategies.5. Ensure productivity parameters are maintained for the team on a daily basis/ Analysis of daily reports on productivity.6. Maintain an Error tracker and help the team to analyze the causes and implement control plans. Mentoring the entire process flow by having huddles with all the leads in regular intervals.7.

Conduct effective resource planning to maximize the productivity of resources Ensure effective controls on EWS penetration and resolution of escalations on a timely basis8.

Handle customer supervisor/escalation calls. Eliminating repeated errors, wrong referral and incorrect tagging made by agents working closely with Quality and training team9. Driving First Contact Resolution and On Call Resolution10.

Simplification Drive Projects - To enhance customer satisfaction and reduce customer driven variability .Ensure relevant offers are pitched and targets are met as per plan.

Customer Retention is maintained as per plan.11. A key initiator of Service improvement programs, both in terms of inception, review, and delivery. Lead team meetings and other pulse sessions with team members.


Operational Management:
Managing the floor, adherence to schedule.12.

Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representativesLeading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and set right expectations to the employees.

Qualifications :1.

10+ years of total experience out of which minimum 2 years experience as an Assistant Manager ; Career in International bpo experience is mandatory and should have Demonstrated team handling skills in the past and should be open for night and rotational shifts.

Should be AM in papers at International Bpo. Should have also handled a sales process which is a must.2. Must have completed any graduation from a recognized university3. Six sigma and Lean processes certification is an added advantage4. Excellent communication, interpersonal skills with evidence of teamwork and collaboration and Linguistic proficiency in English5. Computer skills (MS Office) especially MS-Excel and MS-Powerpoint6. Prior customer service experience is mandatory with an inbound process and outbound voice experience is a must.