Job title - Manager – Customer care Operations & Service Delivery
Experience - 2 to 5+ years is required
Job location - Tidel park, Coimbatore
** Preferably a male candidate located in and around coimbatore**
** Immediate joiners preferred**
** Age limit - not more than 37**
As the Manager – Customer care Operations & Service Delivery, you will manage overall customer care operations,Project management and
service delivery for a specific site. You have a strong customer-centric focus and have the ability to quickly understand customer expectations and efficiently translate to operations.
As an operational Manager, you will continuously work with other operational support departments to ensure continuous improvements in productivity, capacity utilization, efficiency and quality while keeping overall optimal required resources.
Operations & Project Management
Oversee and coordinate operational issues
Work with operational support departments to ensure continuous improvement in productivity, capacity utilization, efficiency and quality
Determine and assess need for additional resources and make appropriate recruitment depending on the sales projections
Set and continuously manage project expectations with Sr. Operations Manager
Delegate tasks and responsibilities to appropriate personnel to ensure completion
Plan and schedule project timelines and milestones.Track project milestones and deliverables
Identify and manage project dependencies and critical path
Responsible for end to end project management.
Proactively manage changes in project scope, identify potential crises, and devise contingency plans
Publish operation dashboards by daily / weekly / monthly.
Serve as the escalation point for all client related issues and concerns
Derive the right solution for problem customers and follow through to customer
Interface with clients frequently and maintain an excellent relationship with them
Daily should have meeting with customer care team and discuss about the collection plan.
Customer care department is cost center and should generate the review based on the collection every month
Make sure to Collect the AMC (Annual Maintenance Contract) from the client and make revenue generation accordingly.
Convince and convert the new and existing client to take up the AMC for better service.
Ensure to provide the AMC for all the clients.
Manage a team of Customer service.
Identify and resolve issues and conflicts within the team members
Develop strong inter-personal relationships with the team
Coach, counsel and train team members
Develop an environment that provides motivation and development opportunities for the team
Introduce initiatives for team development
Support and develop direct reports in their work
Determine the escalation matrices and updates as appropriate within her or his functional area of responsibility
Ensure that the team members go through the minimal hours of training
Manage and maintain service delivery dashboard and responsible for distribution of reports
You must have a strong customer focus
Maintain the New AMC and Existing AMC report.
Collect all the Daily / Weekly / Monthly report from the team members and consolidate it & present it during the review meeting every month without fail.
Outstanding communication skills
Highly organized, self-motivated, multi-tasking
Have a passion for creating customer satisfaction
Project Management & Project Profitability Analysis
Presentation & Reporting Skills
Experience / Education
Any computer science graduation with Diploma / Certification in Management would be preferable.
Experience of 6+ years with minimum of 2+ years in handling the customer care operations.
Experience in relevant industry with Product based / Service oriented company knowledge is preferred
Experience in supporting and managing overseas customer accounts.
If Interested, Please send your details in below mentioned format with updated word format resume to hr (at) corpuslabs (dot) com. so that i can give a call and have a discussion.
Full Name :
Date of Birth :
Personal Mob no:
Total Experience :
Current Company name :
Current Work Location :
Ready to Relocate to Coimbatore : Yes / No -
Expected CTC :
Notice Period ( Immediate/MAX 7 - 15 Days) MUST:
Education Qualification details and year of pass out:
We are looking for the candidate who are local and ready to relocate to Coimbatore is preferred.
Preferably a male candidate located in and around coimbatore
People who can ready to join with us with short notice is preferred.
Fresher please excuse us at this moment.
Salary as per the industry standards.No phone call please.
Shortlisted candidates are called upon for an interview.
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