Job Detail

Graduation

Minimum of 20 years+ overall experience in a competitive Business Process Management industry with 15+ years in Customer Support of international customers.  Strong experience in improving SLA performance and enhanced customer experience through offshoring work to India.

About the role:

The Customer Support Senior Operations Manager/Associate Director will be responsible for the operational delivery of our customer support in the Kochi.  This role will manage our support teams and will proactively deliver a customer focused and highly effective operation in a multichannel support environment. This role will also be responsible for the post-sale customer relationship for each premium support service tier which includes customer onboarding and periodic service reviews. 

You will have the ability to cultivate a continuous improvement culture, focussing on quality measures and technical specialist knowledge, to ensure a consistent, repeatable model approach to service delivery, workforce forecasting and shift management. This will be achieved by bringing people together to ensure operational readiness for product releases and upgrades, that Customer Support delivery standards are defined and measured, and during incidents, major and minor, that your team act as the voice of Support operations and our customers.

Leading teams through change will be essential elements of leading an evolving support environment – ultimately delivering a customer experience that is a source of competitive advantage.

To support the development of the team and achieve first class customer service you will be an expert in using data to create relevant management insights, enabling you to deliver quantified bottom line performance improvements and working practices across the teams in parallel to a superior customer experience.

In this role you will:

● Be responsible for the overall operational outcomes of the Customer Support service, including the Premium Support Service in Kochi.

● Support and coach your teams to achieve targets, incl SLAs, KPIs, budgets and successful outcomes

● Manage people capabilities and resource planning and scheduling so the Customer Support team is sized correctly to meet demand across all relevant channels

● Own and deliver repeatable Customer Support processes, and develop and maintain a library of operational deliverables to ensure Customer Support is delivered in a consistent high-quality way to Customers

● Own and implement the Quality Assurance framework to deploy service procedures, policies and recognised support QA standards to deliver a consistently superior customer experience and an efficient support teams

● Consuming new product releases across the Customer Support team

● Be a champion and leader for continuous improvement, employee engagement eNPS, customer/brand NPS and operational integration current and new services to company's customers

● Proactively drive demand reduction and deflection, minimise cost and drive innovation and the utilisation and adoption of technology, optimising revenue opportunities