Role & responsibilities :

Manage and supervise a team of email representatives, providing guidance, and performance feedback.

Ensure timely and accurate handling of incoming emails, maintaining high standards of customer service and response quality.

Monitor email queues, prioritize tasks, and allocate resources to meet service level agreements (SLAs).

Develop and implement standard operating procedures (SOPs) for email management, ensuring consistency and adherence to quality standards.

Collaborate with cross-functional teams, to ensure seamless email communication and resolution of customer inquiries.

Analyze email metrics and performance data to identify areas for improvement, optimize response times, and enhance customer satisfaction.

Continuously monitor and evaluate team performance, conducting regular performance reviews and implementing coaching or training programs as needed.

Address customer escalations and ensure timely resolution, maintaining a customer-centric approach.

Stay updated with industry trends and best practices in email management, incorporating relevant strategies to improve operational efficiency.

Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-first mindset.

Preferred candidate profile :

Proven experience in email management or customer service operations, with a minimum of 3 years in a supervisory or managerial role.

Excellent written and verbal communication skills, with a strong command of the English language.

Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

Knowledge of industry best practices in email management and customer service.

Perks and benefits:

PF and Health Insurance