Assistant Manager, Customer Support
ConfidentialBengaluru / Bangalore, India5 days ago
Job descriptionResponsible for managing and ensuring that the SLAs are met across all LOBs Drive post sale services to expected capacity against actual performance to achieve SLA and metric goals Implement creative real-time approaches that will allow sufficient coverage across multiple channels and create efficiencies Communicate changes to incoming contact patterns to the broader business operations team Live dip checks and coaching's for agents include all case and scenario types, check agents first responses, query type and understanding, fact find questioning, use of soft skills and empathy. Grammar and spelling check on emails to be sent to customers, issue resolves, ensuring correct procedures are taking place on the case type, accurate information being sent to customer Daily and weekly tracking queue, daily and weekly productivity checking, and case volume checks every constantly throughout the day Working experience into Business Operations required with medium-to-large size contact programs with multiple BPO Partners Manage post sale servicing queue Capacity planning & effective shift rosters for maximum coverage as per forecast Ensure consistency in testing reads, tracking success criteria Succession plan for team to ensure continued employee engagement Collaborate with Contact Center Quality Assurance Specialists to help audit business operations functions and adopt changes Demonstrates strong business acumen and a track record of success in partnering with business leaders, leveraging strong written and verbal communication skills Ability to manage competing priorities and balance multiple projects Self-starter with strong initiative, energy, and accountability with the ability to work autonomously and in a team environment Proficient in Microsoft Office Suite, Google Suite, with a willingness to learn new software as appropriate Salesforce UAD expertise is an advantage NA Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)
Job Description
Who we are :
Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision, The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own . By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world's most esteemed brands, Saks Global is shaping the future of luxury retail.
Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.
Responsibilities
Leadership
- Is a subject matter expert in the contact center operations - customer support / back office
- Provide feedback, coaching, and development to their direct reports
- Stakeholder management - partner with leaders globally
- Challenge the status quo to improve the performance of the Saks Global Business Operations team
- Daily team meetings : previous day performance, setting expectations for the day from a case per hour perspective
- Weekly performance 1 : 1 check ins, productivity checks, cases checks and productivity updates.
- Annual Performance review of the team members
Business Operations
Role Description
How Often You May Travel
Your Life And Career At Saks Global
Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Skills Required
google suite , Business Operations, contact center operations , Stakeholder Management, Microsoft Office Suite
Create a job alert for this search
Customer Support • Bengaluru / Bangalore, India
Related jobs
- Promoted
Assistant Manager - Program Support
EmeritusHosur, Tamil Nadu, India Job Title : Assistant Manager – Learning / Service Delivery (Global) Location : Remote (Work from Home) Department : Learning / Services Delivery (Global) Employment Type : Full-Time Shifts : Rotational (24...Show moreLast updated: 22 days ago
- Promoted
Customer Success Manager
LemniskBengaluru, Karnataka, India The Customer Success Manager is a critical position that will work closely with the founders and leadership team of Lemnisk.
Overall responsibility of monthly / quarterly / annual revenue from set of St...Show moreLast updated: 30+ days ago
- Promoted
Assistant Manager, Sdu (Us P&C Insurance Operations)
ReSource ProBengaluru, Republic Of India, IN Greetings from ReSource Pro!!!.Assistant Manager, Service Delivery, India.In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a u...Show moreLast updated: 30+ days ago
- Promoted
Assistant Manager, SDU (US P&C Insurance Operations)
ReSource ProBengaluru, Karnataka, India Greetings from ReSource Pro!!!.Assistant Manager, Service Delivery, India.In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a u...Show moreLast updated: 30+ days ago
- Promoted
Assistant Manager- Assurance- Bangalore
BDO Indiabangalore, karnataka, in Performing testing procedures including substantive and controls testing, vouching, verification, etc.Provide necessary support to the team manager on Assurance engagement formalities.Handle areas ...Show moreLast updated: 9 days ago
- Promoted
Assistant Operations Manager-Customer Support
ConfidentialBengaluru / Bangalore, India A subject that's always on our mind.We go through a rollercoaster of emotions when it comes to money.That's why at Jupiter, our mission is to enable people to improve their relationship with money....Show moreLast updated: 5 days ago
- Promoted
Customer Support Manager
ConfidentialBengaluru / Bangalore Oversee day-to-day operations of the customer support department, ensuring timely resolution of customer requests.Handle escalations and manage key accounts, acting as the primary point of contact ...Show moreLast updated: 30+ days ago
- Promoted
- New!
Assistant Manager Training
TPbangalore district, India We are Hiring for Assistant Training Manager- BFSI.Candidate will relevant exp in International BFSI or Banking are eligible.
Should be able to communicate fluently with grammatically correct spoken...Show moreLast updated: 21 hours ago
- Promoted
Customer Support Operations Manager
SkilloVillaBengaluru, Karnataka, India Own end-to-end success of learners for assigned cohorts throughout their journey -.Onboarding, Learning, Certification, and Placement.
Plan program timelines, manage capacity, and ensure cohorts mee...Show moreLast updated: 18 days ago
- Promoted
Manager - Customer Support Operations
SKILLOVILLA TECHNOLOGIES PRIVATE LIMITEDBangalore, India Own end-to-end success of learners for assigned cohorts throughout their journey.Onboarding, Learning, Certification, and Placement.
Plan program timelines, manage capacity, and ensure cohorts meet ...Show moreLast updated: 23 days ago
- Promoted
Assistant Manager- Sales Support
Anand Rathi Insurance Brokers LtdBangalore Urban, Karnataka, India The purpose of the role in the Sales Function is to learn and contribute to sales efforts by assisting in lead generation, client interactions, and promoting insurance products.The role involves un...Show moreLast updated: 30+ days ago
- Promoted
Director Customer Support
Zyoin GroupBengaluru, Karnataka, India Role - Director Customer Support.Industry - Fintech, Financial Services Preferred.Looking for a Director – Customer Support with strong focus on strategic leadership and transformation.Must have ha...Show moreLast updated: 1 day ago
- Promoted
Assistant Manager Collections
FurlencoBengaluru, Karnataka, India About Furlenco Furlenco is a different furniture company.We enable the urban Indian to live better today in their homes, by giving them award-winning furniture and home decor with a basket of acces...Show moreLast updated: 11 days ago
- Promoted
Assistant Manager Customer Experience
ConfidentialBengaluru / Bangalore, India We are seeking an Assistant Manager – Customer Experience who will lead a team responsible for relationship-driven engagement with customers.
This is not a standard customer support role, it's about...Show moreLast updated: 1 day ago
- Promoted
Saks - Assistant Manager - Customer Support
HUDSON'S BAY SERVICES PRIVATE LIMITEDBangalore, India Description : Who We Are : Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdo...Show moreLast updated: 28 days ago
- Promoted
Assistant Manager, Customer Support
noonBangalore Urban, Karnataka, India Assistant Manager, Customer Support.Senior Manager, Customer Support.We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and...Show moreLast updated: 1 day ago
- Promoted
Manager, Customer Support and Training
ConfidentialBengaluru / Bangalore, India The driving force behind our success has always been the people of AspenTech.What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challeng...Show moreLast updated: 30+ days ago
- Promoted
Assistant Manager - Customer Success
ConfidentialBengaluru / Bangalore The Assistant Manager - Customer Success is a client-facing (HR and Recruiters) role, who works to engage and enable our customers to maximize the full value of the Monster.As the trusted advisor a...Show moreLast updated: 30+ days ago