Eazy ERP Technologies Pvt Ltd
Location
Faridabad | India
Job description
Responsibilities
Manage and Lead: - Lead a team of Eazy DMS Support Specialists Team leaders and Mangers (160 FTEs), providing coaching, mentoring, and performance feedback aligned with individual development plans.
- Foster a collaborative and results-oriented team environment that prioritizes client satisfaction and service excellence.
Performance And Efficiency - Develop and implement strategies to improve team efficiency, productivity, and quality of service, exceeding established Service Level Agreements (SLAs) for call handling, ticket resolution, and email response times.
- Monitor key performance indicators (KPIs) such as call/ticket volume, first call resolution rates, average handling time, customer satisfaction scores, and revenue generated through support services.
- Analyze data and identify trends to optimize staffing levels, routing strategies, and resource allocation.
- Implement continuous improvement initiatives and refine Standard Operating Procedures (SOPs) to ensure consistent and efficient service delivery.
Client Satisfaction - Regularly track and analyze client satisfaction metrics, proactively identifying and addressing areas for improvement.
- Implement client feedback mechanisms and actively solicit feedback to understand client needs and expectations.
- Develop and implement client satisfaction initiatives, exceeding client expectations and fostering long-term client relationships.
Operational Excellence - Streamline support processes to increase first-call resolution rates and reduce ticket resolution times.
- Develop and maintain comprehensive knowledge base articles, FAQs, and training materials for support specialists.
- Partner with product development teams to ensure product features and documentation meet client needs.
- Identify and implement opportunities to automate routine tasks and leverage technology to enhance support efficiency.
Additional Responsibilities - Stay up-to-date on the latest Eazy DMS features and updates to provide accurate and effective support.
- Work closely with other departments such as Sales, Marketing, and Product Development to ensure a seamless client experience.
- Contribute to the overall growth and success of the Eazy DMS business vertical.
Qualifications Minimum of 5 years of experience managing a Tech Process or similar customer service operation in a B2B environment.
Proven track record of success in improving team performance, client satisfaction, and operational efficiency.
Strong understanding of contact center best practices, metrics, and SLAs.
Excellent communication, interpersonal, and leadership skills.
Ability to multitask and work effectively in a fast-paced, results-oriented environment.
Strong analytical and problem-solving skills.
Proficient in Microsoft Office Suite and other relevant software applications.
Benefits Competitive salary and benefits package
Opportunity to work with a growing and innovative company
Positive and collaborative work environment
Make a real impact on the success of Eazy DMS and its clients
Skills: operations,management skills,b2b
Job tags
Salary
