Manager - Client Support in Noida at CareerBuilder

Date Posted: 11/20/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Noida
  • Job Type:
  • Experience:
    5 - 7 years
  • Date Posted:
    11/20/2022

Job Description

Office Locations: Bangalore, India and Noida, India 

Job Title: Manager - Client Support

Department: Client Support & Services

Supervisor’s Title:  Director, Client Support & Services

City: Noida

State: Uttar Pradesh

Country: India

Date Last Edited: May 2022

 

 

Would you like to be part of a team focused on transforming an entire industry?  Looking for a job where there is never a dull moment?

 

At CareerBuilder, we have a passion to connect employers with the right talent at the right time.  We are focused on bringing speed and efficiency to our clients through cutting edge technology and services and we’re looking for motivated self-starters to bring that message to our customers!  We put customers first, work hard, and collaborate across the company to bring the best solutions to market.

 

We are seeking an experienced Support Leader who understands how to create plans and operational metrics and execute as a part of a global, 24x7 enterprise software technical support organization. Core responsibilities include: Team management in a call center environment, customer retention and management, training, process improvement and cross functional/departmental program and project management.

 

Essential Job Responsibilities

 

People Management

  • Direct management responsibilities for all the designated resources and their associated workload
  • Establish team and individual expectations
  • Develop strategies to improve team performance
  • Develop individual employees through coaching, one on ones, team meetings etc. to ensure performance is met and individual team members are progressing towards career paths
  • Work cross-functionally to ensure effective resource utilization
  • Understand team and individual talents and developing gap closure plans
  • Providing on-going performance feedback as well as formal performance appraisals
  • Educate individuals on how their contributions effect overall business performance
  • Educate team on key initiatives target to drive improvements
  • Reviewing employee survey feedback and drive team driven corrective action

Job Requirements:

Business Management

  • Driving exceptional team performance through support KPIs such as:
    • NPS
    • SLA’s such as First Meaningful Response time and Follow Up Responses
    • Utilization (Capacity/Operational)
    • Quality Assurance
    • Service Levels, Abandon Rate etc.
  • Leading projects around innovation ideas to drive change in the department
  • Manage organization projects and establish appropriate project plan to include:
    • Key stakeholders
    • Metrics for success
    • Resources needed
    • Strategy for executing and iterating
    • Potential roadblocks and obstacles
  • Consistently communicating with stakeholders on progress and roll out
  • Developing training strategies and messaging
  • Establishing and monitoring metrics to measure adoption and success
  • Engaging in support of difficult accounts or management escalations
  • Work cross-functionally to ensure customer satisfaction goals are met

 

Skills/Requirements

 

Education and Experience

  • Bachelor’s degree, in computer science or business management. Master’s degree preferred
  • Enterprise Software management experience preferred
  • Minimum of 5 years of experience in a fast-paced, enterprise level, mission critical technical support environment; or equivalent industry experience
  • At least 2 years managing teams
  • Required to work during US or EMEA Business hours

 

Job Related Knowledge and Skills

  • Ability to drive structure and content of Operational Reporting & Analytics, Quality, Process Improvement & Training
  • Experience working within a global environment supporting multiple regions and time zones
  • Strong understanding of process and proven experience driving process improvement initiatives that deliver results
  • Experience leading groups that deliver effective training programs across a diverse group of operational areas
  • Open to change & deals with ambiguity well
  • Comfortable in a fast-paced & changing environment
  • Ability to interact effectively at all levels of the organization
  • Ability to use data to bring forward recommendations
  • Ability to lead teams & people to and through successful execution of plans
  • Ability to effectively communicate both written and verbally, to various levels within the organizations
  • Must be able to travel occasionally both domestically and internationally

Benefits and Perks

Connecting people with meaningful work is one of the most important things anyone can do – which means we need to support the employees who make that possible. CareerBuilder’s team enjoys a host of perks and benefits, including: 

  • Group Health Insurance – Acko General
  • Group Personal Accidental Insurance – Acko General
  • Group Term Life Insurance – Tata Aia Life Insurance
  • Retirement Plan – Provident Fund
  • Retirement Plan – Group Gratuity Plan (Ggp)
  • Time off
    • Holidays
    • Casual Leaves
    • Sick Leaves
    • Maternity Leave
    • Paternity Leave
    • Compassionate Leave
  • Employee Referral Program
  • Remote Flexibility
  • Rewards & Recognition Program
  • Virtual Employee Events

TSR ID: 002756