Assistant Manager with Fortune 100 Company

from 5 to 10 year(s) of Experience

Job Description

This position is for a FORTUNE 100 Client based in NOIDA.

Excellent English written and oral communications skills a must.

What you'll do

* Lead and manage the Enterprise support team to build and promote a culture of service excellence.

* Work with client support manager & leaders to benchmark, identify, implement and measure support as well as business related metrics.

* Manage your team's performance to ensure all KPIs and Service Level Agreements are met.

* People management including hiring, goal setting mentoring and progressive discipline.

* Ensure effective workforce planning, skills and resources to enable support of expected Customer needs and call volumes.

* Where necessary, lead and engage cross-functional teams, domestically and/or regionally to share and engage technical expertise and experience to support the timely delivery of business and customer needs.

* Build strong technical expertise and capability within the team.

* Develop and deliver key initiatives to improve business processes and customer service delivery

* Assist in the development and implementation of strategic plans initiatives and direction

* Lead the engagement of all parties necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues

* Participate in departmental projects and deployments of new products and services pre and post launch

* Act as liaison between technical support team, cross functional departments and engineering staff

* Act as the customer's advocate in working with Engineering and Product Management on supportability of product and the customer's experience of using Adobe products

What you need to succeed
* At least 5 yrs+ experience leading a 24/7 team with exposure to enterprise segments in customer care or logistics
* Deep knowledge of services operations including benchmark measures for success
* Ability to lead by influence and work effectively in highly matrixed organizations
* Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting
* Strong knowledge and experience with industry best practice multi-channel contact center tools (CRM, CTI, Knowledge Management) and processes
* Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing
* Ability to develop and mentor a customer service organization that can empathize with customers and convey confidence
* Experience in a customer environment is preferred

* A strong leader without ego who can inspire, motivate and bridge challenges
* Effective communicator able to deliver the leadership's vision with fidelity
* Ability translate leadership's vision into actionable and relevant activities and initiatives
* Ability to identify and develop talent
* Ability to collaborate and influence as part of cross functional team.
* Ability to work in matrix organization.

Salary: INR 8,00,000 - 10,00,000 PA.

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Operations

Role:Operations Manager

Key Skills

Desired Candidate Profile

Please refer to the Job description above


UG:B.Tech/B.E. - Any Specialization

Company Profile

DIN Engineering Services LLP

This position is for ADOBE INDIA and would be based in NOIDA.

DIN Engineering Services offers World-Class, Multi-Platform, Multi-Discipline Engineering Design/Drafting and IT/ITes Staffing Services to its global clientele.
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Contact Company:DIN Engineering Services LLP