Requirement with Yahoo for the following
Position: Customer Solutions Manager
Location: Bangalore, India
Role Description: A Manager in Customer Solutions is responsible for managing a team of client advocates. He/she will ensure that Yahoo Search Marketing clients and consumers receive world-class service through effective operations management and focus on the development of excellent people and processes and continual improvements in performance and productivity.
Primary Responsibilities:
* Monitors and administers workload and work schedules to ensure departmental quality and productivity goals are met.
* Monitor team attendance and punctuality in support of department goals.
* Ensures team is meeting Yahoo Search Marketing"s service level and Customer Satisfaction requirements in a multi-product sales/service environment.
* Supports employee development through training, formal and informal coaching and performance appraisal.
* Fosters team spirit and high employee morale with assistance of team leaders.
* Supports recruiting and interviewing as appropriate.
* Reviews and refines current processes/procedures/tool, identifying new opportunities and developing new methods to improve overall efficiency and quality.
* Works with other members on implementation of new products and services, in support of overall department and company objectives.
* Ensures that the performance of the Customer Solutions Department contributes to the company"s goals and enhances both the advertiser and user experience.
* Works closely with other teams and departments within company to facilitate effective inter-departmental communication.
* Responds to and resolves escalated client issues with good judgment and emphasis on customer satisfaction.
* Supports department and company projects as required.
Basic Qualifications:
*In Total 8-10yrs of work experience of which 5-7 years of direct operations management experience, in a customer contact environment, successfully managing non-exempt as well as temporary employees.
* Demonstrated success in maximizing team performance and productivity
* Outstanding interpersonal analytical and problem-resolution skills.
* Extremely strong written and verbal communication skills.
* Ability to handle multiple assignments with effective resolution of conflicting priorities in a fast paced environment.
* Ability to work flexible hours and days, as needed, including weekends and maybe some holidays.
* Ability to think creatively in the development of ideas/solutions that will contribute value in a dynamic, client-centered environment.
* Demonstrated success in maximizing large team performance and productivity, driving towards goals and metrics.
* Strong understanding of, and experience in, successfully managing contact center environments, including supporting technologies.
* Ability to work flexible hours and days, including weekends, evenings, holidays, as required.
Preferred Qualifications:
* Strong computer skills, including knowledge of Windows programs, the Internet, search engines and browsers.
* Demonstrated success working independently, and as part of a team.
* Experience with cross sell and up-sell contact center environments.
* Bachelor"s Degree preferred.
Santosh N
Position: Customer Solutions Manager
Location: Bangalore, India
Role Description: A Manager in Customer Solutions is responsible for managing a team of client advocates. He/she will ensure that Yahoo Search Marketing clients and consumers receive world-class service through effective operations management and focus on the development of excellent people and processes and continual improvements in performance and productivity.
Primary Responsibilities:
* Monitors and administers workload and work schedules to ensure departmental quality and productivity goals are met.
* Monitor team attendance and punctuality in support of department goals.
* Ensures team is meeting Yahoo Search Marketing"s service level and Customer Satisfaction requirements in a multi-product sales/service environment.
* Supports employee development through training, formal and informal coaching and performance appraisal.
* Fosters team spirit and high employee morale with assistance of team leaders.
* Supports recruiting and interviewing as appropriate.
* Reviews and refines current processes/procedures/tool, identifying new opportunities and developing new methods to improve overall efficiency and quality.
* Works with other members on implementation of new products and services, in support of overall department and company objectives.
* Ensures that the performance of the Customer Solutions Department contributes to the company"s goals and enhances both the advertiser and user experience.
* Works closely with other teams and departments within company to facilitate effective inter-departmental communication.
* Responds to and resolves escalated client issues with good judgment and emphasis on customer satisfaction.
* Supports department and company projects as required.
Basic Qualifications:
*In Total 8-10yrs of work experience of which 5-7 years of direct operations management experience, in a customer contact environment, successfully managing non-exempt as well as temporary employees.
* Demonstrated success in maximizing team performance and productivity
* Outstanding interpersonal analytical and problem-resolution skills.
* Extremely strong written and verbal communication skills.
* Ability to handle multiple assignments with effective resolution of conflicting priorities in a fast paced environment.
* Ability to work flexible hours and days, as needed, including weekends and maybe some holidays.
* Ability to think creatively in the development of ideas/solutions that will contribute value in a dynamic, client-centered environment.
* Demonstrated success in maximizing large team performance and productivity, driving towards goals and metrics.
* Strong understanding of, and experience in, successfully managing contact center environments, including supporting technologies.
* Ability to work flexible hours and days, including weekends, evenings, holidays, as required.
Preferred Qualifications:
* Strong computer skills, including knowledge of Windows programs, the Internet, search engines and browsers.
* Demonstrated success working independently, and as part of a team.
* Experience with cross sell and up-sell contact center environments.
* Bachelor"s Degree preferred.
Santosh N
