High Performing Leader

1 day ago

Hyderabad City Taluka, Pakistan beBeeLeadership Full time

Enhance Customer Support Experience

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This role is an excellent opportunity to drive results and deliver world-class support experiences. If you're passionate about leadership and have a knack for delivering seamless customer interactions, this could be the perfect fit.

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About the Role

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As a Manager, you'll oversee a team of customer support agents, driving performance through key operational metrics such as contacts handled, first contact resolution rates, and quality scores. You'll also work closely with senior leadership to develop and execute optimization initiatives, contributing to our roadmap efforts and participating in interviews as needed.

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Responsibilities

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  • Lead a high-performing team of customer service agents across multiple channels (phone, messaging, email).">
  • Develop and implement initiatives to improve operations through automation, elimination, and optimization.">
  • Serve as a trusted point of contact for escalations and high-priority issues related to your scope.">
  • Achieve Service Level Agreements, productivity, and quality metrics for your line of business/team members.">
  • Collaborate cross-functionally with Program, Quality, Training, and Product teams to enhance existing workflows and processes.">
  • Analyze data to drive informed business decisions.">
  • Communicate policies and ensure compliance, taking corrective action as necessary and documenting issues and actions taken.">
  • Provide leadership and mentorship in areas like performance management, learning & development, and leadership skills.">
  • Potentially manage Customer Support Supervisors based on business needs.">
  • Participate in the interview and selection process for new customer support agents.">
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Qualifications

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  • You're deeply passionate about crafting seamless support experiences for our global customer base.">
  • Minimum 8 years of experience in financial services, technology, or customer support.">
  • At least 5 years of people management experience in an operations environment.">
  • You're ultra proactive in identifying opportunities, proposing solutions, and executing them with a bias for action.">
  • An excellent track record of leading highly engaged and high-performing teams, using metrics to inform business decisions.">
  • You can thrive independently and collaboratively, with high self-motivation, personal accountability, and natural curiosity.">
  • Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.">
  • You're adaptable, flexible, and comfortable working in a fast-paced, complex environment with evolving needs.">
  • Excellent communication skills (written and verbal), with the ability to simplify complex topics for broad audiences.">
  • Availability to work shifts on weekends and outside standard work hours.">
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Nice to Have

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  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations, or technical support.">
  • Advanced experience in project management, analytics, or quality assurance.">
  • Advanced degree in business, finance, customer experience, or blockchain.">
  • Proficiency in Google apps, JIRA, Salesforce Service Cloud.">

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