Job Title: Assistant Manager
Salary Package: ₹20,000 – ₹32,000 a Month
Company Name: Meesho
Job Location: Bengaluru, Karnataka
Qualification : Bachelor’s Degree
Job Info:
-
As an Assistant Manager of Customer Support Operations (Non Voice), you’ll work with Contact Center teams across the country (in-house and outsourced). You’ll work on building and monitoring frameworks that manage the day-to-day activities of customer care services being provided to Meesho Users specialized in managing ticket/email/chat support.You’ll drive daily operations, review performance and collaborate with operations teams to ensure accountability towards the issues and responsibilities. Additionally, you’ll contribute to excellent leadership, organizational, problem-solving, process optimisation, and communication in the team.
What will you do
- Consult with business partners and stakeholders across India to determine the most effective monitoring strategy
- Identify the gaps in expected levels of performance
- Plan the manpower to cater to Incoming ticket volume
- Track and monitor performance towards key metrics (e.g., CSAT, FRT (First Reply Time, Full Resolution Time, SLA, Tickets Aging)
- Implement improvement strategies and track them till the set goals are met
- Schedule and oversee governance meetings with all partners on performance, process, and quality metrics review
- Provide regular and timely updates along with tracking action plans
- Coordinate with relevant teams to solve problems faced by the outsourced partners and by the end customers
- Perform multiple tasks and adjust quickly in short timeframes with limited direct supervision
- Manage reporting, MIS, tracking and database management of all LMS-related activities
- Understand the larger CX vision and evaluate training requirements to help the vertical be better prepared to achieve the goals
- Monitor activities performed by the team and direct individuals in case of any discrepancies
- Set up expectations with the team and drive team KPIs along with your individual targets
- Oversee the complete operations of email support from ticket creation to resolution with the help of built-in SOPs and collaboration with dependent teams
What you will need
- Bachelor’s degree in any discipline
- Minimum of 2-3 years experience in a supervisory role for the non-Voice process (e-commerce background & non-BPO/KPO)
- Knowledge of contact centre metrics
- Knowledge of Ticketing Tools/CRMs i.e., Freshdesk, Zendesk, Kapture, etc.
- Knowledge of Excel, Google Sheets and Slides
- Experience in managing large and diverse teams across multiple sites in a fast-paced environment
- Proven ability to deal with rapid change and ambiguity
- Proven track record of defining and driving initiatives with minimal supervision
- Expertise in multi-front stakeholder management