Call Center Manager

About the Role:

We are hiring for an experienced Manager of Customer Success to lead out on executing our customer experience and service strategy across our India this role you will lead a team of 12-13 call center agents manage customer care center growth handle external tier 1 vendors serve as the voice of the customer to the India regional manager work with product and engineering to proactively tackle customer issues build out and expand self-serve and other digital channels and drive insights from and turn customer care into a revenue-generating channel. You will report directly to our Director of Global Customer Care.

This role is in office Monday- Friday. Candidates must be located or willing to relocate to Noida or Delhi.

What youll do:

• Lead the India Customer Care Experience department with responsibility for leading all call center functionality.
• Establish clear measurable goals and coach existing Customer Care team and business partners by providing necessary direction support and motivation.
• Demonstrate innovation by creating or enhancing processes that will improve customer satisfaction empower productivity and improve the ability of Nu Skins customer support representatives to respond to customer needs.
• Lead care efforts building out and executing on a roadmap grounded in service level agreements (SLAs) and other important metrics.
• Establish and evolve reporting on SLAs critical metrics and other relevant insights; regularly communicating data to leadership teams.
• Stay abreast of overall business targets schedules and activities.
• Evaluate existing systems and processes implement redesigns to improve key performance indicators and develop applicable metrics to supervise achievement of goals.
• Act as a change agent systematically driving continuous improvement and operational excellence.
• Manage all Customer Care Vendors and SaaS tool relationships.
• Supervise the deployment of technology and features that improve customer experience alleviate the burdens of agents and facilitate efficient operations.

Whatyoullneed:

• Bachelors Degree in Business Management (or other related fields)
• 12 years of work experience in digital care customer service call center operations and/or consulting experience.
• 6-8 years customer support and success leadership experience with a proven track record of leading people building
• teams and a focus on delivering value to customers.
• Measurable success in running complex programs from conception to completion.
• Demonstrated experience leading large distributed teams towards measurable customer and business goals.
• Collaborative attitude with a track record of building strong relationships and influence across the organization.
• Strong Leadership and vision with the ability to identify creative solutions and then build and scale them effectively.
• Ability to adapt to a frequently changing and growing environment.
• Experience in Salesforce and Genesys digital customer care toolsets
• Experience working with globally matrixed teams

Bonus points for:

• Proficiency in other languages
• Advanced educational degree(s)