Cvent Looking for Client Services Manager at Gurugram, Haryana, India Full Time

As a Manager, you will be responsible for:

Position Duties:

• Manage a team of approximately 50 plus high end product support consultants in a B2B

environment.

• Manage and maintain key SLAs during US hours.
• Responsible for the development and management of staff members, Tier 1 and Tier 2 level

management personnel.

• Recruit and groom future team members.
• Devise and execute s to ensure high level of performance
• Identify, innovate and execute business ideas to improve service delivery
• Identify opportunities to improve and drive efficiency/top line
• Monitoring team performance and service calls to ensure the delivery center goals are met
• Writing and conducting performance evaluations, making employment decisions, se􀆫ng up
• performance goals and targets for assigned team
• Draw up s for the analysis and make presentations for senior management
• Manage communication with internal and external clients
• Draw up business case for action, me plan for execution and present to the Director for approval and execution

Candidate Requirements:

• The ideal candidate should be managing a group of 100 plus agents in a high end B2B support
• Process (preferably tech. support) and should possess 7-8+ years of experience in a management position
• Well versed with modern day work force management practices and QA processes
• Very strong people management skills required
• Strong business acumen, ethics and high integrity
• Passionate about customer advocacy
• Must possess excellent presentation and analytical skills
• Ability to track key performance metrics and take business decisions
• Ability to identify, model and implement solutions for business situations and client needs
• Very proficient with software packages of Microsoft Office