Customer Support Manager Jobs in Chennai - For a client of TeamLease Services Ltd

§ Develop and implement technical customer service policies and procedures in line with our quality expectations

§ Should be able to define targets based on call quality, connectivity, CSAT and other relevant metrics for teams

§ Should be able to define and implement call flows, SOP for incoming channels such as calls, emails, Web and social enquiries

§ Direct the daily operations of the technical customer service team

§ Recommend and ensure industry standard resources and tools for quality technical customer service delivery

§ Handle complex and escalated technical customer service issues

§ Identify and implement strategies to improve quality of service, productivity and efficiency

§ Should have experience in managing projects and initiatives for on-boarding new customer service lines into the existing SOP and streamline the operations

§ Identify and address team training and coaching needs

§ Evaluate and performance manage staff

§ Liaise with management to support and implement growth strategies

§ Analyze relevant metrics to determine technical customer service outputs

§ Monitor accuracy of reporting and database information

§ Track customer complaint resolution

§ Plan, prioritize and delegate work tasks to ensure proper functioning of the department

§ Define and communicate technical customer service standards