Fusion CX, a prominent CX service provider renowned for its expertise in enhancing customer experiences, is seeking an Assistant Manager in Mumbai to join forces with a rising, innovative healthcare brand. As an Assistant Manager, you will play a pivotal role in driving customer success and ensuring seamless operations within our organization. If you possess a blend of leadership skills, a customer-centric mindset, and a passion for driving results, we invite you to explore this exciting opportunity with Fusion CX.
Job Description:
As an Assistant Manager at Fusion CX Mumbai, you will be responsible for spearheading customer success initiatives and optimizing operational efficiency. Your key responsibilities will include:
Team management
- Conduct daily check-ins with TL to assess team discipline (attendance, shrinkage), team performance (QA, CSAT), and team productivity.
- Train TLs on the best leadership techniques and team management, ensuring their career growth; conduct regular meetings with coaches to understand their challenges.
- Help TLs adhere to the client’s performance management system, clearly assess and rate the coaches, and determine their incentives and appraisal.
Manpower planning
- Collaborate with the Customer Success (CS) lead to assess overall team size and subdivision requirements or size.
- Implement growth-led hiring based on the CS lead’s requirements and initiate firing based on performance (manpower cost ownership).
- Work closely with Team Leaders (TLs) to minimize daily shrinkage.
Driving key business metrics (productivity and quality):
- Daily collaboration with TLs is needed to monitor key metrics, identify root causes for any challenges, and provide solutions.
- Constantly evaluate the QA metrics to identify that the team is falling behind. Also, discuss potential solutions with the customer success lead.
- On a weekly/ monthly level – discuss collated CX feedback (by TLs) and discuss patterns/ insights with the CS lead
- Review aggregated Customer Experience (CX) feedback collated by TLs weekly/monthly. Discuss patterns and insights with the CS lead.
- Handle escalated CX cases resulting from poor Net Promoter Score (NPS) or a decrease in Customer Satisfaction (DSAT).
Culture development and attrition minimization:
- Foster open communication within the team to create a positive environment.
- Conduct regular coach surveys to identify challenges and assess TL performance, addressing any issues.
- Conduct upward feedback sessions with TLs to address personal shortcomings and improve leadership skills.
Job Requirements:
As an Assistant Manager for an esteemed healthcare client in Mumbai, you should meet the following requirements to excel in this role:
Required Qualification
- Bachelor’s degree in engineering, business, marketing, computer science, or a related field.
- Three to four years of experience in Customer Success Management with a strong understanding
Desired Attributes and Qualities
- Ability to drive a consultative approach to customer interactions, enhancing customer satisfaction.
- Previous experience leading large teams in the Tele-calling domain is an additional advantage.
- Customer-support orientation with a focus on Customer Satisfaction (CSAT).
- Outcome-oriented mindset, taking ownership, and independently driving projects and responsibilities.
- Hands-on experience with leading large sales/operation teams
- In-depth knowledge of performance metrics / KPIs
- Advanced Excel skills for analyzing large data sets.
- Experience with CRM tools (e.g., Salesforce and Gainsight)
- Positive attitude with a strong willingness to learn and adapt.
- Age Criteria: Not more than 35 years.
Why Join Fusion CX:
At Fusion CX, we offer a unique opportunity to work in a dynamic and innovative environment where your contributions are valued and recognized. As an Assistant Manager in Mumbai, you will have the chance to make a significant impact on the success of our organization while advancing your career in the healthcare industry. Join us in our mission to revolutionize customer experiences in healthcare and be part of a team that is committed to excellence.
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