[Hiring] Customer Happiness Manager @Circles

Role Description

Circles.Life is looking for a Customer Happiness Manager who can independently manage Customer Service operations across In House Teams and the BPO partners. To be successful, you need to have a 'we-mindset' ready to work on cross-functional and collaborative projects which are geared toward operational excellence and innovation.

What You'll Do

• Responsible for managing end to end CH operations (as Operations and Vendor Manager).
• Ownership of daily/weekly/monthly performance delivery of all partner teams.
• Work with in-house and Partner teams to ensure all deliverables are met on various metrics like CSAT, Quality, SLAs, and efficiency related metrics.
• Manage Key KPIs like CSAT (FTD and MTD), AHT, FCR%, Productivity and Solve rate%, and involvement in NPS management.
• Check attendance for IH and BPO partners both for agent-levels and Team Leads including ensuring the backup arrangement for any absenteeism.
• Respond to OG Escalation (P1 and otherwise) and create or ensure creation of OG tickets in case of any customer interactions identified outages.
• Conduct daily and weekly performance reviews with the Partners.
• Deeply understand customer pain, implement new processes and contribute to ongoing process improvements.
• Participate in workforce planning and budgeting activities in coordination with internal teams and ensure adherence to monthly budgets.
• Roll-out organizational goals/objectives with the Partner teams and maintain strong relationships with Partner Leadership.
• Work closely with various cross-functional teams that would include Product, Tech, Ops teams, etc., to align to the org objectives and socialize key ideas for customer happiness improvements.
• Implement strong processes with the help of all Support Function (Training) teams that cater to higher efficiency and performance.
• Drive actions on Key identified projects such as Repeat% reduction, FCR enhancement etc.
• Handle customer complaints and executive escalations - be able to handle complex and difficult situations including customer complaints that require intervention or escalation from the Level II agent or a Supervisor where a customer is requesting to speak to a manager level or higher.

Qualifications

• 5+ years in Operations Management in a Customer Care, BPO, Contact Centre environment leading operations.
• Experience in Vendor Management is a plus.
• Demonstrated knowledge and skills in all phases of operations including planning, forecasting, Q&Q and training etc.
• Must also have a good working knowledge of how WFM works.
• Strong analytical abilities, critical thinker and decision-maker, clear communicator, aptitude for negotiation and rational persuasion, calm under pressure.
• Highly motivated, creative and a self-starter, able to excel with minimal supervision, well-developed interpersonal and organizational skills; detail-oriented.
• Amenable to shifting and weekend schedules and ability to work outside of normal working hours when required.
• Ability to multitask and work under a pressure situation.
• Highly proficient in Microsoft Office – Excel, Access, PowerPoint.

Benefits

• Exponential career growth & ownership - Completely own your own career and determine how fast and in which direction you grow.
• Impact from Day 1 - Translate idea to action and help us to blaze the trial for innovative products and shake up the telco world, and beyond.
• Talent Mobility - Opportunity to change roles internally, across functions and/or offices.
• Talent Development - Culture of continuous learning and growing with structured career development paths and quarterly performance reviews.
• Attractive Total Rewards (Salary + Bonuses) - Highly competitive salary and bonus in line with top tier technology companies.
• Benefits - Mobile bill reimbursement for all Circles.Lifers and their dependents and medical insurance.