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Gurgaon

    Client Services Manager - Gurugram, India - Cvent

    Cvent
    Cvent Gurugram, India

    Found in: Talent IN 2A C2 - 2 days ago

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    Description

    As a Manager, you will be responsible for:

    Position Duties:

    • Manage a team of approximately 50 plus high end product support consultants in a B2B

    environment.

    • Manage and maintain key SLAs during US hours.
    • Responsible for the development and management of staff members, Tier 1 and Tier 2 level

    management personnel.

    • Recruit and groom future team members.
    • Devise and execute reports to ensure high level of performance
    • Identify, innovate and execute business ideas to improve service delivery
    • Identify opportunities to improve and drive efficiency/top line
    • Monitoring team performance and service calls to ensure the delivery center goals are met
    • Writing and conducting performance evaluations, making employment decisions, se ng up
    • performance goals and targets for assigned team
    • Draw up reports for the analysis and make presentations for senior management
    • Manage communication with internal and external clients
    • Draw up business case for action, me plan for execution and present to the Director for approval and execution

    Candidate Requirements:

    • The ideal candidate should be managing a group of 100 plus agents in a high end B2B support
    • Process (preferably tech. support) and should possess 7-8+ years of experience in a management position
    • Well versed with modern day work force management practices and QA processes
    • Very strong people management skills required
    • Strong business acumen, ethics and high integrity
    • Passionate about customer advocacy
    • Must possess excellent presentation and analytical skills
    • Ability to track key performance metrics and take business decisions
    • Ability to identify, model and implement solutions for business situations and client needs
    • Very proficient with software packages of Microsoft Office
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