Responsibility:- \xe2\x97\x8f Lead of a team of 30 tele support / coach agents \xe2\x97\x8f Define, monitor and improve key KPIs for the entire team (e.g. calls, talk time, CSAT, quality of interaction, retention%, etc.) \xe2\x97\x8f Interpret & analyse performance data to identify opportunities for improvement in KPIs (CSAT, productivity and quality) \xe2\x97\x8f Lead & completely own day-to-day operations (tele support, QA, ) Identify initiatives (people / process / tech) to improve agent KPIs \xe2\x97\x8f Work with cross-functional teams like tech, content to drive tech initiatives and ensure BAU operations (e.g., resolve tech bugs); manage stakeholders across the org \xe2\x97\x8f Shrinkage planning across the team \xe2\x97\x8f Performance evaluation of the team basis KPIs, feedback sharing & appraisal \xe2\x97\x8f Build a positive, motivational culture and drive outcomes \xe2\x97\x8f Ensure proper training & development of all the agents Qualifications and Skill Sets:- \xe2\x97\x8f Bachelor\xe2\x80\x99s degree in engineering, business, marketing, computer science, or related field \xe2\x97\x8f Should be highly customer service/support oriented (CSAT is the key metric) \xe2\x97\x8f High on outcome first approach, ownership and ability to drive things independently \xe2\x97\x8f Hands on experience with leading large sales / ops teams (100+) \xe2\x97\x8f 1+ years of experience in Customer Support Management \xe2\x97\x8f In-depth knowledge of performance metrics / KPIs \xe2\x97\x8f Advanced Excel skills for analysing large data sets \xe2\x97\x8f Proven ability to work independently and meet deadline \xe2\x97\x8f Experience with CRM tools (e.g., Salesforce and Gainsight) \xe2\x97\x8f Positive attitude and high willingness to learn Job Type: Full-time Salary: Up to \xe2\x82\xb9500,000.00 per year Benefits:

• Health insurance
• Provident Fund

Schedule:

• Day shift

Supplemental pay types:

• Commission pay
• Joining bonus
• Performance bonus
• Quarterly bonus
• Shift allowance
• Yearly bonus

Experience:

• Customer Success: 3 years (Preferred)

Ability to Commute:

• Mumbai, Maharashtra (Required)

Ability to Relocate:

• Mumbai, Maharashtra: Relocate before starting work (Required)

Work Location: In person Speak with the employer
+91 9821765157