Assistant Manager Client Satisfaction in at ProctorU Inc.
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Job Description
At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:
“To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.”
Our Vision starts with our values—Hungry, Humble and Smart. We are looking for team members who model drive for results. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning.
The Role:
As a Assistant Manager / Manager, Support Team, you will overse the operations and performance of the Support team. Reporting to the Sr. Manager Operations, you will ensure that all team members are working together to achieve our Client Satisfaction goals.
The Responsibilities:
# Inbound Operational Excellence & Service Delivery
- SLA & Queue Management: Ensure all inbound channels (calls, chats, emails) meet Service Level Agreements by maintaining an Abandonment Rate of <= 5%.
- Queue Efficiency: Monitor and optimize Average Wait Times, targeting 90Sec minutes for calls and 180sec for chat interactions.
# Quality Assurance & Client Satisfaction
- CSAT Excellence: Achieve and maintain a Customer Satisfaction Score (CSAT) of 75% based on direct client feedback.
- Quality Audits: Deliver a minimum Internal Audit Score of 95% by ensuring all team interactions are handled accurately, professionally, and in accordance with brand protocols.
- Escalation Control: Maintain a target of zero escalations from internal or external clients through proactive de-escalation and floor support.
# Performance Coaching & Talent Development
- Bi-Weekly Coaching: Ensure 100% completion of Bi-Weekly 1-on-1 connects with Team Leads to discuss performance statistics and track progress against development goals.
- D-Sat Management: Identify BQ Agents in a monthly cycle highlighting main areas of opportunity and action plan to improve the targeted performance thresholds and also ensure all D-Sats of your span are scrubbed and feedback is shared.
# Workforce Management & Resource Optimization
- Retention Management: Monitor and maintain an Attrition Rate of <=5% for the period through effective engagement and professional support.
- Productivity Adherence: Ensure the team maintains a 90% Schedule Adherence rate, with agents delivering at least 7hr 45min of productivity per shift.
- Leave Policy Compliance: Manage team availability by keeping Planned Shrinkage at 8% and Unplanned Shrinkage at 8% in accordance with the finalized WFM roster.
Additional Position Information:
- Remote India Opportunity
- Core Hours: Rotational Night Shifts
- Core Days Worked: Rotational Week offs
The Benefits:
- Competitive Pay
- Healthy work Culture
- Career Growth Opportunities
- Learning and Development Opportunities
- Company Sponsored Health Insurance
- Referral Award Program
- Company Provided IT Equipment
Learn more at www.meazurelearning.com
Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.