Senior Manager - International Customer Care Lifecycle
Bengaluru, Karnataka, India · Full Time
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- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Education
- Graduate
- Eligibility
- Graduates and above. Candidates with MBA preferred. Professionals with experience in managing telecalling or customer care teams are encouraged to apply.
- Resume
- Required to apply
Where you'll work
Job description
About Porter
Porter is a pioneering leader in last-mile logistics, operating in multiple cities across India and internationally. With a fleet exceeding 750,000 driver partners and serving over 15 million customers, Porter is revolutionizing the logistics sector leveraging advanced technology backed by over $150 million in funding from top-tier investors. The company is ambitiously working to disrupt the $50 billion logistics market across last-mile delivery, warehousing, and less-than-truckload transportation.
Role Overview
The Senior Manager will spearhead the International Customer Care (CC) Lifecycle operations, driving key functions such as Service Level Assurance (SLA), Supply Chain Management System (SCMS), Partner Handholding, Demand Lead Management System, audits and reporting, and city operations audits. This position requires collaboration with various stakeholders to generate actionable insights and oversee lifecycle calling operations through a dedicated team.
Key Responsibilities
- Lead and oversee International CC Lifecycle operations, including SLA, SCMS, Partner HH, Demand LMS, and conduct CC and city ops audits.
- Analyze customer care team data to generate key insights by working closely with stakeholders.
- Manage lifecycle calling activities by supervising Assistant Managers and Telecallers.
- Serve as liaison between International Leadership and the calling team to ensure alignment and metric tracking.
- Collaborate extensively with the international team and utilize Google Sheets and internal dashboards for data management.
- Ensure accuracy and integrity of calling records to produce qualitative insights.
- Motivate and maintain high morale among team members.
Requirements and Skills
- Proven experience managing medium to large customer care operations with a focus on metrics such as Average Talk Time (ATH), Cost Per Order (CPO), and First Call Resolution (FCR).
- Strong problem-solving and logical reasoning abilities.
- Proficiency in MS Excel, Google Sheets, and dashboard tools.
- Basic knowledge of SQL for data analysis.
- Understanding of retail and B2C customer dynamics.
- Ability to implement process improvements in customer care operations.
- Excellent persuasion and communication skills to boost team motivation.
Preferred Profile
- Minimum 3-4 years experience in managing telecaller or central sales teams in a customer care environment.
- At least a graduate degree; MBA highly preferred.
Culture and Opportunity
Porter fosters a collaborative and innovative work culture, encouraging employees to confront challenges and contribute meaningfully to the company’s success. This senior role offers a high-impact opportunity to build and influence Porter’s international customer care operations at scale.