Senior Deputy Manager - Customer Service

Job description

Career Opportunities Position Sr.Deputy Manager  – Customer Service Incumbent Department Operations Function Operations – Customer Service Reporting to Manager – Customer Service Band 5B Location Gurgaon 90CTeam size (D/I)10-15 JOB SUMMARY: We are seeking an experienced and motivated Customer Service-Sr. Deputy Manager to manage and support team. The ideal candidate should have passion for customer service and possess strong leadership skills to manage and motivate team members. The Sr.DM will be responsible for providing guidance, feedback and support to the team to ensure a high level of customer satisfaction KEY RESPONSIBILITIES:   Manage and oversee the daily operations of team   Provide leadership, training, coaching and support to team members to ensure they meet performance goals and objectives   Monitor team performance and develop action plans to improve productivity, efficiency and quality of service   Develop and maintain customer service standards and policies to ensure a high level of customer satisfaction   Identify opportunities for process improvements and make recommendations to management   Coordinate with other department to resolve customer issues and complaints in a timely and effective manner   Collaborate with management to develop strategies to enhance customer experience and drive customer retention   Develop and maintain reports of team performance, including metrics such as volume, resolution time, Customer Satisfaction rating   Conduct regular performance evaluation and provide feedback to team members Measures of Success   Customer satisfaction scores (DNPS)   TAT of Customer/Agent query resolution as per defined SLA   Employee satisfaction/Internal Audit   Quality/Accuracy of resolution Knowledge and skills required:   At least 3-5 years of experience in a customer service leadership role   Excellent communication, interpersonal and problem solving skills   Strong leadership, coaching and motivational skills   Ability to analyze data and make data-driven decisions   Knowledge of customer service software, such as CRM and ticketing system   Experience with managing remote teams   Ability to work in a fast-paced environment and manage multiple priorities   Strong organizational and time management skills   Ability to adapt to changing circumstances and be flexible Desired qualifications and experience:   Should be a graduate, preferably MBA and knowledge of Life Insurance sector will be an add-on