American EPAY Services Pvt. Ltd., a growing SaaS provider of human capital management solutions, is looking for a Training Manager with a strong customer service aptitude to work at our Noida office. This is an exciting and unique opportunity for a seasoned professional to join a highly entrepreneurial, collaborative organization that is moving at a steady pace to become a leader in the Human Capital Management (HCM) space.
As a Team Lead, you will work closely with the company’s Service Delivery leadership group.You will be responsible for managing a team of customer service and technical support team members.
This is an excellent opening for a customer service expert to monitor overall incident management including customer escalations and contractual service level agreements. This position reports to the Assistant Service Delivery Manager of the EPAY Customer Care Team.
The ideal candidate should have customer support experience with HCM or HRIS systems, including time and attendance software and hardware.
Desired Experience & Job Responsibilities.
· A self-motivated individual with a bachelor’s degree in any field.
· Excellent written and verbal communication skills with technical background.
· Must have 5-8 years of experience in service domain of a company offering helpdesk services around its hardware/software applications and solutions to its customers. ( Minimum 3 Years of experience people management)
· Ability to proficiently use all MS Office products.
Training development experience with proven success in coaching and mentoring is a plus.
Mentor and coach the team to provide a world class customer service experience and help the individuals in maintaining their assigned accounts in good standing by building healthy relationships with the influencers and decision makers.
Maintain a comprehensive working knowledge of polices, procedure and benefits across all product lines.
Assist in performing quality reviews for the team members within specific parameters to ensure quality service goals and standards are met and identify areas where improvement can be achieved.
Review various types of transactions periodically (calls, emails and chat logs) observing performance, techniques, and application of guidelines and procedures. Promptly handle escalations whenever required.
Mentor newly hired representatives to ensure a smooth transition from learning environment to daily production environment and coordinate with the trainer to provide formal training.
Ensure accurate information is effectively communicated to our customers (Share best practices with the team), is responsible for actively managing the response time, follow up communications and ageing cases of the team
Develop excellent collaboration with the Care team as well as other depts. to effectively manage and prioritize the customer deliverables. Asist the CRDs and ASDMs in servicing critical accounts, high priority cases, handling customer escalations etc. Escalate critical issues to the senior IT management during the weekly tech meetings
Develop and maintain a comprehensive working knowledge of all products, service protocols, customer specific guidelines to make sure the service staff achieves the highest level of customer satisfaction and all contractual SLAs are fulfilled.
Collaborate with other dept. managers and assist in performing quality reviews for the team (within specific parameters) to ensure dept. performance goals and quality standards are met Identify areas where improvement can be achieved as well as Identify and report any adverse performance trends and patterns.
Provide inputs and assist in improvising current policies and processes that may be required to enhance service and productivity.
Assist with customer transactions during periods of excessive call inflow and other duties as assigned by management.
Summarize findings and recommendations in a weekly or monthly report format and forward them to team managers for use in performance assessments and promotional decisions.
Identify and report any adverse performance trends and patterns. Also highlight any accounts at risk or non-adherence to EPAY’s core values or code of conduct.
EPAY Systems provides a seamless, cloud-based human capital management solutions covering all activities starting from pre-hire to retirement of an employee. The offerings include Recruiting & Applicant Tracking, Onboarding, HR Management, Benefits Administration, Time & Attendance, Payroll & Tax, ACA and Performance Management. Please visit [...]
As a high-growth, pre-IPO Company, EPAY Systems offers a competitive salary and career growth potential in addition to:
Competitive remuneration per the industry standards
Challenging, fun loving and rewarding work environment
Major medical, accidental, and Life insurance cover