Senior Process Manager- Tech Support- International BPO

300000 - 425000 P.A.
1-4 Years Full Time
Delhi, Delhi, IN

Vacancy: 2 Posted: 3 years ago Applicants: 5
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Job Description

Roles and Responsibilities:

As a Process Manager, you will be managing a Multilingual Technical Support project we run for our client who is the worlds largest brand for very high end Audio Equipment used in very sophisticated enterprises around the world. You will be responsible to bring in continuous improvement in project and processes. You will interact with client and internal stakeholders to drive and influence improvement objectives. The team that you will manage will be working from multiple locations around the world and are multicultural and multilingual (able to communicate in English though).

The candidate will be responsible for:

  • Managing quality of Support being delivered to our customers world wide
  • Managing a multi-location, multi-cultural, multi-lingual team that works from different offices around the world
  • Groom team to deliver an A Class customer support experience that represents brand values
  • Manage case and calls queues 24x7
  • Make reports and dashboards
  • Make client presentations and meetings
  • Conduct trainings
  • Quality Reviews

Required Candidate profile

  • Should have at least 3 years experience in managing Global customer services or technical support team
  • Should have excellent English communication skills. Knowledge of a foreign language such as German or French would be added advantage
  • Track record of delivering A+ Customer Services in complicated set-up
  • Good understanding of making appropriate dashboards
  • Experience in working with customer service ticket management tools such as Zendesk, Freshdesk, Service Cloud, Salesforce etc.
  • Excellent People management and interpersonal skills
  • Open to working in a 24x7 environment
  • Strong technical bent of mind - you will be supporting very technical products

Schedule the interview on-call or whats app

Harpreet: +917042335393

Skills Required:  customer Service,OPERATIONS,Soft Skills,Process Trainer,Training And Development,People Orientation,Learning & Development,Product Training,Training Delivery