Customer Care Manager

The ideal candidate should:

• Hold a Masters Degree
• Have at least 5 years of work experience in the Customer Service Industry

Job Description

• Maintain office discipline
• Prepare center related reports
• Conduct team building activities
• Conduct training needs analysis
• Optimize workflow management
• Maintain CSR’s observation record
• Manage the recruitment process and hiring of CCR’s
• Ensure the availability of co. products and resources
• Develop & forecast future plans for the service center
• Manage the Service Center and resolve all related issues
• Share the daily/weekly/monthly reports with the line manager
• Counsel & groom CSRs to encourage a culture which promotes customer loyalty and retention
• Spend quality time on the floor on daily basis to ensure is working as per guidelines approved in CC Center’s Charter
• Develop a strong working relationship with other departments.
• Maintain leave record and future leave plans for CSR’s
• Carry out CSR’s evaluation and conduct Performance appraisals

Essential Skills

• Should be proficient in operating MS Office Suite
• Should possess strong managerial and leadership skills
• Should be good at problem solving and handling conflict management
• Should possess sound analytical, forecasting and decision making skills
• Should have good communication and interpersonal skills

Desirable Skills

• Should be a competent individual who ensures customer satisfaction
• Should be resolution oriented and possess proactive approach