Manager, CS
Manager, CS
Posted on :
07-07-2025
Employer Active
1 Vacancy
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Job Description
Description
Primary Responsibilities/Activities: Role is for night shit.
Team Management
- Lead and mentor supervisors to deliver results consistently
- Own Key Performance Indicators for your team manage processes to achieve goals and motivate and train your team. Manage multi-layer squad and their performance through on-the-job coaching and mentoring.
- Plan workforce management for optimal coverage considering unknown operational challenges or sudden changes in staffing or coverage needs. Develop a business contingency plan for your team
- Create a fun-engaging-inspiring working environment that encourages personal responsibility mutual support trust and respect
Project Management
- Strong track record of evaluating analyzing implementing leading and monitoring effective and efficient processes to improve center efficiency and staff performance proactively.
- Analyze support metrics and processes while developing more effective techniques and strategies as needed.
- Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk.
- Investigate low customer satisfaction scores and negative customer feedback identify the root cause and create an action plan for current and future resolutions
Execution:
- Identify critical insights and provide improvement recommendations to product teams.
- Identify barriers to operational excellence and develop new processes to increase efficiency among the team and the organization.
- Identify recruitment needs from forecast models and work with recruitment to drive this end-to-end.
Stakeholder management:
- Collaborate with different cross-functional managers
- Manage stakeholder internal and external communications; de-escalate customer relations and prevent churn through cross-collaboration and effectively manage expectations
- Process excellence:
- Identify operational issues and help improve processes performance
Basic Qualifications
- Minimum of 7 years of professional experience in multi-channeled support environment with at least 4 years of experience directly managing an impactful team.
- BE or BTech graduate preferred
- The role is for night shit.
- The candidate should be open to working weekends as well
- Communicates clear and concise thoughts both verbally and in writing
- Strong affinity for stakeholder management strategic problem solving and driving action through data-driven insight
- Project management experience is a bonus
Required Experience:
Manager
Employment Type
Full-Time
Department / Functional Area
Key Skills
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