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Assistant Manager - Customer Experience

4.00 to 5.00 Years   Bangalore   06 Jan, 2022
ZETA MAINFOREST
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryMedia / Dotcom / Entertainment
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

  • The Plutus core team is organized as a multi-functional lean team of A players from Product, Engineering, Marketing, Growth Hacking, Design and UX, supported by an exceptional Support and Operations teams.
What is the job like
  • Champion opportunities to consistently improve customer experience at Zeta for its clients.
  • Drive customer retention, reduce churn and increase customer satisfaction
  • Lead a high performance team of customer support representatives.
  • Build a reward and recognition program for the support teams Create programs that rewards performers, coaching and development plan for non - performers
  • Meet CS and agent metric targets consistently.
  • Collaborate with extended teams to meet team performance metrics, egT&Q , WFM
  • Collaborate with external teams (Client) to build a framework for customer support organisation
  • Create a strong feedback mechanism by being the bridge between front end support team and extended CS teams
  • Develop and manage the CS team that thrives on the ideals of a GPTW organisation
  • Imbibe the culture and values of the organisation
  • Meet agent metrics as per targets,create glide path with plan as applicable
  • Ensure hygiene metrics like staffing, shrinkage, login - logout schedules are met
  • Keep attrition at permissible nos, ensure backfills are done in time
  • Hiring schedules that covers interviews, shortlisting and onboarding
  • Employee dev plans that covers performance appraisal, career path planning
  • Drive team engagement and motivation through various programs
Who should apply for this role
  • Graduate from a reputed university, post graduation will be an added advantage
  • 4-5 years of experience in customer support roles, with min 1-2 years of people management experience
  • Customer centricity, eagerness to learn, built from the ground up will be an added advantage
,

Keyskills :
salesmisaccountstatbankingprinter fleet managementfront endcore bankingprivate sectorgrowth hackinglegacy systemscustomer supportteam performance

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