Customer Support Manager

3 weeks ago

Rawalpindi Cantonment, Pakistan Translation Empire Full time

A process driven and service mindset who can bridge the teams like a well engaged department with internal and external stakeholder management.

Responsibilities:
  1. Manage/handle a department of 50 to 60 people.
  2. Smart execution of department operations within given resources, including leave and shift management.
  3. Enablement of resources for efficient execution as per their roles and responsibilities.
  4. Establishing and monitoring customer service standards by employing recognized and comprehensive benchmarks.
  5. Conducting progress and development meetings with staff.
  6. Strong follow up for ongoing projects and their completion on time.
  7. Developing a performance driven team who can achieve their assigned targets.
  8. Creating a professional work environment where individuals are treated equally and fairly, maintaining a healthy work-life balance for all employees.
  9. Implementation of company policies & procedures.
  10. Regular reviews of KPIs, performance analysis, and identification of workable areas.
  11. Training needs analysis and development of staff for next level roles.
  12. Focus on operations improvement and business development.
  13. Process creation and improvement for the best interest of the business.
Qualification:

Must be a graduate with BBA/MBA preferred.

Excellent English communication skills.

Skills Required:

Leadership skills, team management, project management, situation handling, go-getter attitude, calm, proactive, hardworking, intelligent working, time-driven, soft-spoken, dedicated to assigned tasks, quick learner, team player, and solid individual contributor, solution provider.

Experience Required:
  • Minimum 5 to 8 years of experience required.
  • Experience in managing different teams and departments.
  • Experience in customer support & services business operations, call center operations, business development, recruitment, and project management.
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