Customer Support Manager

• Performs real-time management of Customer Success operations metrics across the employee, in country and offshore BPO partner teams.
• Provide regular reporting of performance against operational metrics, identify trends and opportunities for improvement and contact drivers.
• Assist with partner relationship management, attend and contribute to weekly business performance reviews
• Build a high performing and engaged workforce through performance management, coaching and balancing team and individual goals
• Aligning team with business goals and Intuit’s stakeholders while owning planning, goal setting and achieving results.
• Identifying, analysing, and implementing process improvements that increase team productivity, efficiencies and improve the end to end customer experience.
• Effectively communicating and leading change management initiatives cross functionally and inter-team.
• Engaging cross functionally with managers and individual contributors across the business to drive projects and support customer success product launches.
• Provides input to strategy setting and decision making processes regarding frontline issues
• Calibrates and monitors performance and quality of teams work and makes course correction
• Continuously assesses team member capabilities and provides timely, constructive feedback to the individual and their manager
• Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others.
• Learn and utilise specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes.

• Customer Service and Support: experience in managing customer support operations (direct or BPO) in a contact centre environment, online and mobile
• People manager: Built and developed high performing teams, managing, coaching and balancing team and individual goals
• Excellent problem-solving skills and the ability to learn Intuit products.
• A commitment to personal high standards proven by the desire and ability to contribute to team and company goals.
• Change agent and a facilitative team leader with a strong desire to achieve results
• Balanced individual who brings ‘can do’ motivation to work every day
• Demonstrated results oriented leadership skills, with experience working with and influencing cross-functional teams and departments.
• Commitment to operational excellence and ongoing personal growth.
• We are looking for an individual that wants to WOW and deliver for customers, work hard and have fun doing it.
• Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues
• Intermediate computer skills including MS Office Suite.
• Ability to manage multiple priorities within a fast paced environment.
• Previous experience in customer service, accounting, financial services or contact centre experience would be an advantage
• Degree or equivalent relevant experience a plus

Customer Support Manager Recruitment Agency in London, BPO Recruitment Agency in London