[Hiring] Assistant Manager Client Satisfaction @ProctorU Inc.

Role Description

As a Assistant Manager, Support Team, you will oversee the operations and performance of the Support team. Reporting to the Sr. Manager Operations, you will ensure that all team members are working together to achieve our Client Satisfaction goals.

Responsibilities

• Inbound Operational Excellence & Service Delivery
  • SLA & Queue Management: Ensure all inbound channels (calls, chats, emails) meet Service Level Agreements by maintaining an Abandonment Rate of <= 5%.
  • Queue Efficiency: Monitor and optimize Average Wait Times, targeting 90 seconds for calls and 180 seconds for chat interactions.
• Quality Assurance & Client Satisfaction
  • CSAT Excellence: Achieve and maintain a Customer Satisfaction Score (CSAT) of 75% based on direct client feedback.
  • Quality Audits: Deliver a minimum Internal Audit Score of 95% by ensuring all team interactions are handled accurately, professionally, and in accordance with brand protocols.
  • Escalation Control: Maintain a target of zero escalations from internal or external clients through proactive de-escalation and floor support.
• Performance Coaching & Talent Development
  • Bi-Weekly Coaching: Ensure 100% completion of Bi-Weekly 1-on-1 connects with Team Leads to discuss performance statistics and track progress against development goals.
  • D-Sat Management: Identify BQ Agents in a monthly cycle highlighting main areas of opportunity and action plan to improve the targeted performance thresholds and also ensure all D-Sats of your span are scrubbed and feedback is shared.
• Workforce Management & Resource Optimization
  • Retention Management: Monitor and maintain an Attrition Rate of <=5% for the period through effective engagement and professional support.
  • Productivity Adherence: Ensure the team maintains a 90% Schedule Adherence rate, with agents delivering at least 7hr 45min of productivity per shift.
  • Leave Policy Compliance: Manage team availability by keeping Planned Shrinkage at 8% and Unplanned Shrinkage at 8% in accordance with the finalized WFM roster.

Additional Position Information

• Remote India Opportunity
• Core Hours: Rotational Night Shifts
• Core Days Worked: Rotational Week offs

Benefits

• Competitive Pay
• Healthy work Culture
• Career Growth Opportunities
• Learning and Development Opportunities
• Company Sponsored Health Insurance
• Referral Award Program
• Company Provided IT Equipment