Senior Manager- Operations - International

TP; Kolkata; On-site; INR 250,000 - 450,000; Full time

Job summary

TP in Kolkata seeks an Experienced Specialist in a specialized discipline, with broad understanding of related areas. The role often drives the development of new solutions for programs, complex projects, processes or activities.

You will act as a final decision maker in your area, and you will coach, mentor and train others to raise the standard of expertise across the team. This position focuses on customer service across remote and in-person support channels, including post-sale assistance

Responsibilities

• Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.
• Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
• Leads a team of Specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Job description

Job Description

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including:

• Remote Customer Service: Providing customer service and support via phone, online chat, or text including:
  
  
  
  • Call center-based customer support in response to a high volume of low complexity inquiries
  
  
  • Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries
  
  
  
  


• Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including:
  
  
  
  • Acting as liaison between customers, production and distribution departments related to specific customer orders
  
  
  • Providing technical and non-technical customer support in a walk-in service center
  
  
  
  


• Incumbents matching to this specialization are not compensated based on achievement of sales targets.

Role Overview

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.

Responsibilities

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department. Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction. Leads a team of Specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.