Customer Experience Manager at Zootout – Your Smart Assistant in indore Full Time

Job description

Skill: CRM software , coaching-need-analysis , process of troubleshooting , training and coaching; Exp: 2-6 years; Drive efforts to achieve team goals (example KPIs CSAT, tickets per hour, Quality, and First Response Time)Provide targeted and needs-based coaching to each team member weeklyProactively identify process improvements, including identifying root causes and possible solutions to optimize team performance/metricsMaintains key team reports, including team KPIs, specialist-level stats, specialist scorecards, and provide ongoing updates on team performanceHandle escalations and complex customer issuesCascades ongoing product and process updates to team, implementing system and process changes where requiredHiring to build the teamMaintains strong team morale and conduct, including high engagement levels and schedule adherenceAccomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Candidate Profile Bachelor’s degree, post graduate education would be preferredPrior supervisory experience in a BPO (contact center) or similar industryDemonstrable experience managing complex customer support programsUnderstands process of troubleshooting issues and identifying root causesExperience with coaching-need-analysisExperience with email ticket support a mustFamiliarity with a CRM software is a plusProficient with Excel and reportingExceptional English communication skillsPassion for training and coaching



Employment type



Mid-Senior level

Job function

Sales,Customer Service

Job Overview

  • Date Posted: Posted 6 years ago
  • Location: Indore
  • Job Title: Customer Experience Manager at Zootout – Your Smart Assistant in indore
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