Customer Service Operations Manager

Job Summary:

The Customer Care Operations Manager is responsible for overseeing the daily operations of the customer service team, ensuring a high standard of customer support, implementing process improvements, and managing key performance metrics. This role plays a pivotal part in enhancing the customer experience, maintaining service level agreements (SLAs), and leading a team of customer care representatives and team leaders.

We are seeking a highly motivated and experienced Customer Service Professional for our Customer Service department. This role will oversee a dynamic team responsible for delivering exceptional customer experiences. The ideal candidate will have proven leadership skills, deep knowledge of customer service best practices, and the ability to drive operational excellence in a fast-paced environment.

Key Responsibilities

Operational Excellence:

• Oversee day-to-day operations to ensure seamless and efficient functioning of the department.
• Develop, implement, and monitor KPIs to track team performance and customer satisfaction.
• Optimize workflows and processes to enhance efficiency and reduce turnaround times.
• Ensure compliance with company policies, service level agreements (SLAs), and industry standards.

Customer Experience Enhancement:

• Analyze customer feedback and implement strategies to improve service delivery.
• Collaborate with other departments (e.g., logistics, product, marketing) to address recurring issues and improve the overall customer journey.
• Drive initiatives to enhance customer satisfaction, retention, and loyalty.

Crisis Management:

• Handle high-pressure situations, such as service outages or peak periods, ensuring minimal disruption to customer service.
• Develop contingency plans to manage unexpected scenarios effectively.

Team Leadership and Management:

• Lead, mentor, and manage a team of customer service representatives, team leads, and supervisors across rotational shifts.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Handle escalated customer issues and ensure timely resolution.

Reporting and Analytics:

• Prepare and present detailed reports on departmental performance, including customer satisfaction scores, resolution rates, and other KPIs.
• Use data-driven insights to recommend strategic changes to improve efficiency and customer experience.

Skills:

• Strong leadership and people management abilities.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency in using customer service software (e.g., CRM systems) and other analytical tools.
• Ability to multitask, prioritize, and manage time effectively.
• Data-driven mindset with strong analytical and problem-solving capabilities.
• Flexibility to work in rotational shifts and handle a dynamic work environment.

Key Competencies:

• Customer-centric mindset
• Strategic thinking
• Adaptability and resilience
• Decision-making under pressure

What We Offer:

• Competitive salary and benefits
• Opportunities for professional growth and development
• A collaborative and inclusive work environment
• The chance to work with a passionate team in a fast-growing company

Preferred Skills:

• Experience with customer service platforms such as Zendesk, Freshdesk, Salesforce, etc.
• Familiarity with KPI-driven environments.
• Multilingual skills (if applicable).
• Exposure to e-commerce, retail, or telecom industries (optional based on business type).

Experience:

• Minimum 12-15 years of experience in customer service, with at least 8-10 years in a managerial role.
• Prior experience in an e-commerce or gifting company is highly desirable.

Work Schedule: 6 days a week with rotational shifts and rotational weekly offs

• Work Location: Chandivali, Andheri (E), Mumbai