Nielsen - Assistant Manager Customer Care

Job Description

Position: Assistant Manager Customer CareLocation: Mumbai, IndiaDepartment: Customer Service Customer Support/CareEmployment Type: Full Time / HybridJOB DESCRIPTIONWe are presently looking for an Assistant Manager within our Customer Care team. In this role, you will supervise the operations of the Customer Care team, who provide day-to-day support to Gracenote customers. This includes monitoring ticket resolution times and responses to our customers, ensuring the staff is well trained, and the work is equally distributed. The AM will also provide knowledge support to staff and customers, actively manage employee performance, and administer Zendesk and other tools to the Customer Care Team.IN THIS ROLE YOU WILL:

• Monitor customer activity, metrics, communications and documentation to ensure service levels, appropriate escalation and continuous improvement.
• Align to and contribute to global department processes and procedures.
• Utilize various metrics to improve upon customer satisfaction and service.
• Provide knowledge support to staff and customers for products, service levels, escalated issues, organization, workflow/procedures and tools across the supported regions by the department.
• Distribute staff workloads, including customer accounts, projects and training assignments. Administer attendance, coverage and time punches.
• Actively manage employee performance. Onboard, coach, motivate, develop and reward staff, identify training needs and conduct regular performance evaluations.
• Ensure process consistencies in the operational development and execution.
• Establish SMART GOALS and objectives and help the team to achieve them.
• Administer Zendesk, Community/Portal, Gmail and other tools for Customer Care.
• Act as a department liaison to other functional teams, especially Customer Care In-Market teams and technical account managers.
• Conduct Zendesk and other inter and intradepartmental training as needed.
• Act as a department lead or team member for department and company projects as needed.
• Act as a customer escalation contact and provide after hours, on-call support to staff as needed.
• Work with management to define, implement and continuously improve inter and intradepartmental organization, workflow/procedures and tools.
• Work with Department Leaders on employee recruiting and performance improvement plans/corrective action as needed.
• Work with Department Leaders to define and execute on short and long-term department and company goals.

FOR THIS ROLE WE ARE LOOKING FOR INDIVIDUALS THAT HAVE:

• Bachelors degree in technology, business or a related field preferred. Equivalent working experience considered.
• Minimum of 5-7 years in a customer-facing role. Supervisory experience is a plus.
• Experience of managing accounts, a strong individual contributor is a plus.
• Experience of handling APAC region and multiple product vertical clients is a plus.
• Strong leadership skills. Able to champion change, foster teamwork, develop high performers and cultivate a positive and professional work environment.
• Detail-oriented with proven organizational and time management skills.
• Able to multitask, prioritize and delegate appropriately.
• Proven problem-solving and technical troubleshooting skills. Excellent communication skills with an approachable style and the ability to work as part of a global team.
• Excellent English language skills written and verbal. Ability to work the shift hours as stated and occasionally help with coverage of other shifts.
• Results and data driven management style.
• Experience in leading projects, even if small in nature.
• Ability to handle conflict in an effective way.
• Experience with data analysis and commonly used data formats, communications protocols and related tools: XML, CSV, FTP, API, Excel, etc.
• Experience with Zendesk or comparable CRM in a customer service capacity. Reporting and admin experience is a plus.
• Experience with Gracenote customers, products and content is a plus.
• Occasional travel required.
• A strong individual, who is flexible to take additional workload of others if required.
• Client centric approach and works with other shift leaders or department leaders to come up with the operational improvement plans.

Keyskills :
customer support management employee performance evaluation zendesk administration data analysis proficiency team leadership skillsxml api crm