Senior Deputy Manager - Customer Care

Date: Jan 15, 2025

Location: Gurugram, HR, IN

Company: maxlifeins

Career Opportunities

 

 

Position

 

Senior Deputy Manager – Customer Care

No. of Positions

1

Department

 

Operations

Function

Customer Care

Location

 

Gurugram 90C

 

 

 

 

 

 

Key Responsibilities:

 

  1. Publish MIS and Dashboards daily to monitor closure and resolution TAT.
  2. WIP management: Manage the overall WIP and TAT as per the company grid.
  3. Able to prepare MBR (Monthly Business review) report monthly.
  1. Leadership and People Management: Ability to motivate, inspire, and guide teams to meet goals and deliver excellent service.
  2. Coaching and Development: Helping team members improve their performance through feedback, training, and career development.
  3. Excellent communication Skills.
  4. Customer-Centric Mindset: Understanding and anticipating customer needs, ensuring their concerns are addressed in a timely manner.
  5. Problem-Solving Skills: Quickly identifying root causes of problems and creating actionable solutions.
  6. Performance Monitoring: Regularly reviewing performance indicators (such as CSAT, Net Promoter Scores, response times, etc.) and implementing improvement plans.
  7. Handling Difficult Situations: Managing high-stress or sensitive customer service issues, ensuring calm and effective resolution.
  1. Ensure adherence to documented processes, procedures and controls 
  2. Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved

 

Measure of Success:

 

  • Customer satisfaction scores
  • Agent satisfaction scores
  • TAT of Customer query resolution as per defined SLA
  • 100% compliance to standards.

 

 

 

 

 

Desired qualifications and experience:

  • Graduate with 4-5 years’ experience in operations / customer service.

 

Knowledge and skills required:

  • Customer centricity
  • Excellent communication skills
  • Good command on excel
  • Basic analytical skills

 

Career Opportunities

 

 

Position

 

Senior Deputy Manager – Customer Care

No. of Positions

1

Department

 

Operations

Function

Customer Care

Location

 

Gurugram 90C

 

 

 

 

 

 

Key Responsibilities:

 

  1. Publish MIS and Dashboards daily to monitor closure and resolution TAT.
  2. WIP management: Manage the overall WIP and TAT as per the company grid.
  3. Able to prepare MBR (Monthly Business review) report monthly.
  1. Leadership and People Management: Ability to motivate, inspire, and guide teams to meet goals and deliver excellent service.
  2. Coaching and Development: Helping team members improve their performance through feedback, training, and career development.
  3. Excellent communication Skills.
  4. Customer-Centric Mindset: Understanding and anticipating customer needs, ensuring their concerns are addressed in a timely manner.
  5. Problem-Solving Skills: Quickly identifying root causes of problems and creating actionable solutions.
  6. Performance Monitoring: Regularly reviewing performance indicators (such as CSAT, Net Promoter Scores, response times, etc.) and implementing improvement plans.
  7. Handling Difficult Situations: Managing high-stress or sensitive customer service issues, ensuring calm and effective resolution.
  1. Ensure adherence to documented processes, procedures and controls 
  2. Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved

 

Measure of Success:

 

  • Customer satisfaction scores
  • Agent satisfaction scores
  • TAT of Customer query resolution as per defined SLA
  • 100% compliance to standards.

 

 

 

 

 

Desired qualifications and experience:

  • Graduate with 4-5 years’ experience in operations / customer service.

 

Knowledge and skills required:

  • Customer centricity
  • Excellent communication skills
  • Good command on excel
  • Basic analytical skills