Manager – CS Operations

Nreach is building its customer support operations across voice, email and chat. This person will manage support teams and vendors, establish operating processes, and own performance, quality and escalations.

• Manage outsourced support team capacity, productivity and performance
• Set operational KPIs and build performance dashboards and reports
• Establish quality monitoring, audits and feedback processes
• Create support workflows, SOPs, escalation matrices and governance
• Drive automation and process improvements with Product and Technology
• Resolve critical customer, partner and business escalations

Experience

5 to 8 years

Nreach has 17 open roles in Bangalore, at Nreach Online Services Pvt Ltd. See every Nreach role.