Senior Executive/Associate Manager-Operations (US shift)

H Connect International is a leading BPO company offering outsourcing services to clients based in the US, UK and Australia. We are a subsidiary of the Hirdaramani Group, a billion-dollar conglomerate with a 125-year legacy. We are looking for an Associate Manager – Projects to drive efficient client support operations by leveraging Al technology, crafting precise documentation, implementing standardized processes, and optimizing CRM systems.

The Job:

• Ability to address client inquiries by extracting knowledge stored in Al bots.
• Responsible for creating precise and detailed documentation of new client query resolutions and uploading this documentation to train Al bots.
• Develop and implement standardized processes for both internal and external requests.
• Manage tier 2 & 3 customer support queries coordinating with tech team as needed.
• Lead brainstorming and problem solving to foster creative solutions and continuous improvement in operations.
• Strategically support the integration of Al technologies to optimize organizational
  performance.
• Carry out KPIs and processes in CRM system “HubSpot”
• Lead processes to review KPIs on the system “Mixpanel” and identify areas to generate revenue.
• Be a backup for customer support agents.
• Develop detailed procedure manuals for documentation of processes in a standardized manner.
• Manage administrative tasks such as subscription management for customers.
• Manage the account and look out for automation opportunities using data such as proactively identifying customers who could benefit from upgrades or customers who have a high influx of activity and communicating relevant offerings via email to address their needs.

Requirements:

• Bachelor’s degree in a related field such as Business Management.
• Minimum 4 years of work experience
• Willingness to work US shift hours and work on site at our office.
• Passion for technology and bringing in efficiency gains to the business
• Excellent critical thinking and problem solving skills.
• Fluent in English with excellent verbal and written communication skills
• Ability to work independently, prioritize tasks and thrive in a fast paced environment and dynamic environment.
• Excellent communication and interpersonal skills with the ability to collaborate and influence stakeholders at all levels.
• Good attention to detail

Send your CV to [email protected]