Job Duties & Responsibilities:
1. Operational Management:
Oversee daily operations of Sales & Billing, Technical Support, Social Media Support, and CXIT/QA teams.
Ensure 24/7 service availability and real-time escalation handling.
Enforce SOPs and ensure teams meet KPIs.
2. Team Leadership:
Lead 6 Supervisors and 8 Team Leads.
Conduct performance reviews, mentor staff, and manage scheduling and resource allocation.
Promote a positive and collaborative team culture.
3. Sales & Billing:
Supervise inbound/outbound teams for billing accuracy, sales performance, and customer onboarding.
Monitor targets, conversion, and retention rates.
Resolve billing issues within SLAs.
4. Technical Support:
Manage tech support teams to ensure quick and effective issue resolution.
Track first-call resolution, AHT, and satisfaction scores.
Equip teams with up-to-date tools and knowledge.
5. Social Media Support:
Oversee handling of customer interactions across social platforms.
Ensure timely responses and maintain brand image.
Leverage trends to improve engagement.
6. Customer Experience (CXIT/QA):
Lead QA evaluations and audits across all teams.
Identify service gaps and implement improvements.
Provide actionable feedback for quality enhancement.
7. Reporting & Analytics:
Generate performance and customer satisfaction reports.
Use data to identify trends and optimize operations.
8. Continuous Improvement:
Lead cost-saving and service improvement initiatives.
Stay updated on industry best practices.
Collaborate cross-functionally for seamless service delivery.
Number of Vacancy(ies): 1
Qualification: Bachelor’s degree in Business Administration, Management, or a related field.
Experience: Minimum of 5-7 years of experience in customer service or support roles, with at least 2-3 years in a supervisory or managerial capacity.
Contract of Employment: Full-time
Job Location: Jawalakhel , Lalitpur
Skills and Knowledge:
