Oracle
Assistant Manager, Customer Support Desk
Job Description
Maintain general accounting systems, policies, and procedures in A/P to ensure that proper information is reported in accordance with Generally Accepted Accounting Principles.
Scope of role:
- Handling CSD process & responsible for process delivery
- First line people management of Analysts, Senior Analysts & Lead Analysts.
Key Skills:
- Effective communication
- Quality Assurance
- Escalations Resolution
- Customer Relationship
- Process Improvement
- People Management
- Operational efficiency
- Coaching & Mentoring
- Ability to Adapt
Additional Details - Any Graduate with 5-7 experience in any of the source to settle processes with people management experience.
- Assign tasks and manage schedules for team members to ensure adequate coverage during operating hours. This includes volume & backlog management.
- Monitor team performance against key metrics like response times, resolution rates, and customer satisfaction scores.
- Conduct regular performance reviews and provide feedback to team members.
- Identify training needs and deliver ongoing training on new products, services, and company policies.
- Identify opportunities to streamline processes and improve customer service efficiency.
- Analyze customer feedback to identify trends and implement necessary changes to improve customer experience.
- Collaborate with other departments to identify and resolve cross-functional issues impacting customer service.
- Generate regular reports on team performance, customer satisfaction metrics, and key trends to senior management.
- Utilize reports to identify areas for improvement and track progress on customer service initiatives.
- Good customer focus and listening skills.
- Should be able to provide process related training to the team members.
- Experience on UAT / Testing
Career Level - M1
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