Call Center Manager at Nu Skin

Delhi, , India -

Full Time

Start Date

Immediate

Expiry Date

07 May, 26

Salary

0.0

Posted On

06 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Call Center Operations, Team Leadership, Customer Experience Strategy, Vendor Management, Service Level Agreements (SLAs), Process Improvement, Data Reporting, Continuous Improvement, SaaS Tool Management, Technology Deployment, Change Agent, Relationship Building, Vision, Adaptability, Salesforce

Industry

Retail Health and Personal Care Products

Description

About the Role: We are hiring for an experienced Manager of Customer Success to lead out on executing our customer experience and service strategy across our India markets. In this role, you will lead a team of 12-13 call center agents, manage customer care center growth, handle external tier 1 vendors, serve as the voice of the customer to the India regional manager, work with product and engineering to proactively tackle customer issues, build out and expand self-serve and other digital channels, and drive insights from and turn customer care into a revenue-generating channel. You will report directly to our Director of Global Customer Care. This role is in office Monday- Friday. Candidates must be located or willing to relocate to Noida or Delhi. What you'll do: Lead the India Customer Care Experience department with responsibility for leading all call center functionality. Establish clear, measurable goals and coach existing Customer Care team and business partners by providing necessary direction, support, and motivation. Demonstrate innovation by creating or enhancing processes that will improve customer satisfaction, empower productivity, and improve the ability of Nu Skin’s customer support representatives to respond to customer needs. Lead care efforts, building out and executing on a roadmap grounded in service level agreements (SLAs) and other important metrics. Establish and evolve reporting on SLAs, critical metrics, and other relevant insights; regularly communicating data to leadership teams. Stay abreast of overall business targets, schedules, and activities. Evaluate existing systems and processes, implement redesigns to improve key performance indicators, and develop applicable metrics to supervise achievement of goals. Act as a change agent, systematically driving continuous improvement and operational excellence. Manage all Customer Care Vendors and SaaS tool relationships. Supervise the deployment of technology and features that improve customer experience, alleviate the burdens of agents, and facilitate efficient operations. What you'll need: Bachelor’s Degree in Business Management (or other related fields) 12+ years of work experience in digital care, customer service, call center operations, and/or consulting experience. 6-8 years customer support and success leadership experience with a proven track record of leading people, building teams, and a focus on delivering value to customers. Measurable success in running complex programs from conception to completion. Demonstrated experience leading large, distributed teams towards measurable customer and business goals. Collaborative attitude with a track record of building strong relationships and influence across the organization. Strong Leadership and vision, with the ability to identify creative solutions, and then build and scale them effectively. Ability to adapt to a frequently changing and growing environment. Experience in Salesforce and Genesys digital customer care toolsets Experience working with globally matrixed teams Bonus points for: Proficiency in other languages Advanced educational degree(s) Nu Skin is a worldwide personal care and wellness company that helps people look and feel young thanks to a large range of premium, award-winning products that blend the best of science, nature, and technology. From humble beginnings in Utah, USA, way back in 1984, Nu Skin has grown to become one of the largest direct selling companies in the world. In this time, we have never lost the core values that this company was founded on. For more than 30 years, a spirit of innovation and a desire to improve lives has driven us on to ever greater heights and attracted thousands of likeminded individuals to join the team. Not ready to apply just yet? Introduce yourself to our Recruiting Team! They will reach out to you if your background matches one of the roles we are hiring for.

Responsibilities

The manager will lead the India Customer Care Experience department, overseeing all call center functionality, establishing measurable goals, and coaching the team to enhance customer satisfaction and productivity. Responsibilities also include building and executing a roadmap based on SLAs, evolving reporting metrics, and managing external vendors and SaaS tool relationships.