| ZEDO Inc, is inviting a smart, dynamic individual to join our fast growing team in India. We are looking for a Customer Support Manager to manage the Customer Support team and to handle customer requests. ZEDO offers enthusiastic, friendly work culture, challenging environment and competitive remunerations. Responsibilities - Manage performance of operations and programs to meet or exceed key performance indicators and benchmarks
- Directly supervise shift and Team Leads
- Oversee hiring process. Analyze and adjust staffing levels and skills mix to meet fluctuations in call demands
- Develop and train support engineers and support leads and support representatives
- Ensure they are proficient in their job skills and provide constant follow-up training, feedback and coaching to improve performance. Responsibilities include performance appraisal, rewarding and disciplining employees.
- Analyze profitability of operations and programs by developing Profit & Loss statements. Includes analyzing / preparing forecasted metrics, comparing to actual performance and explaining variances. Make adjustments as necessary
- Manage information flow between Customer Support team and other departments, including product development, sales and technology to ensure company goals are achieved
- Facilitate employee satisfaction through the Customer Support team using incentives and floor-wide activities which may include 1:1 feedback or group sessions to gauge employee satisfaction and program effectiveness
- Manage call gating and flow, adjusting as necessary.
- Oversee customer problem resolution. Handle escalated calls as necessary
- Assist in development and refinement of Customer Support team incentive compensation programs
- Perform other duties and responsibilities as requested or assigned
Skill Sets - Management skills: Demonstrates leadership skills and ability to drive superior performance
- Capable of working independently under minimal supervision and following directions
- Ability to evaluate employees. Ability to use sound judgment to accomplish results
- Able to play key role in employee satisfaction and retention
- Communication skills: Possess excellent verbal and written skills, including good grammar and a well modulated, articulate speaking voice
- Ability to listen attentively to others
- Ability to effectively present information and respond to questions from management and staff
- Ability to communicate effectively with executives, managers, and employee teams. English bilingual in Spanish a plus.
- Customer service skills: Ability to maintain a strong and positive customer service orientation. Communicate direction in a positive and professional manner.
- Analytical skills: Ability to quickly discern issues, collect data, establish facts, and draw valid conclusions.
- Technical skills: Must have proficiency with Internet technology, Windows applications, Word, Excel, Outlook.
- Stress tolerance: Ability to handle multiple tasks simultaneously. Able to work effectively under stressful working conditions
- People skills: Possess teamwork and positive attitude. Ability to motivate, coach and work well with others to achieve common goals
- Organizational skills: Ability to concentrate and prioritize. Detail oriented. Organize effectively and follow-up to ensure task completion. Possess good time management skills
- Flexibility: Ability to work shift times that are not normal business hours of operation. Candidate must possess working knowledge of Customer Support team operations and demonstrate ability to perform efficiently as a Customer Support team representative. Must flexible and adaptable to change
Qualification & Experience - Bachelor's degree or equivalent Technical/Business Management-related work experience required.
- 5-10 years management experience required
- Experience and knowledge in Customer Support team activities and workflow highly preferred
- Demonstrated quantitative capability
About ZEDO: ZEDO Inc, is a US-based online ad serving solutions provider catering to advertisers and publishers across the globe. We are ranked as world's 3 rd largest ad serving company. We have developed patented technology solutions for our customers to manage complex online advertising campaigns, while optimizing performance and revenue. Currently, we deliver over 20 billion ads monthly for such well-known partners in India as Shaadi.com, Hindustan Times, ZEE News, ShareKhan and CNET.
We have our offices in Mumbai, Goa, San Francisco and St. Petersburg. Email: indiajobs@zedo.com |
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