Manager - Customer Service Operations - Pharma (3-5 yrs)

3 days ago

Bengaluru, Karnataka, India Talview Full time
Position: Night Shift Operations Manager

Location: Bangalore, India

Shift: Night Shift (5:00 PM - 2:00 AM IST)

Reporting to: VP of Operations

Role Overview

We are seeking an organized and proactive Night Shift Operations Manager to oversee the smooth functioning of night shift operations in our Bangalore office. This role is primarily administrative, ensuring that all teams-

including Technical Support, Managed Services, Customer Success (CS), Sales, and Demand Generation-are functioning effectively during the night shift.

The role involves coordination, issue escalation, and basic supervision while ensuring compliance with company policies and procedures.

Key Responsibilities :

1. Night Shift Coordination :

- Act as the primary point of contact for all night shift operations across Technical Support, Managed Services, Customer Success, Sales, and Demand Generation.

- Monitor attendance, shift adherence, and ensure all teams are adequately staffed.

- Coordinate with team leads of each function to address any immediate concerns or operational bottlenecks.

2. Administrative Management

- Maintain night shift rosters and ensure compliance with shift schedules.

- Handle any last-minute adjustments in staffing or support.

- Ensure all team members adhere to standard operating procedures (SOPs) for their respective functions.

- Conduct regular floor walks to monitor team activities and maintain a productive work environment.

3. Escalation Management :

- Act as the first point of escalation for any operational or customer-related issues during the night shift.

- Coordinate with respective function managers for quick resolution.

- Document escalations and their resolutions for future reference.

4. Reporting and Documentation :

- Maintain accurate records of night shift activities, including attendance, incident logs, and shift reports.

- Prepare and share end-of-shift reports with the COO and relevant functional leads.

- Track and monitor key performance metrics for each department and escalate issues when targets are at risk.

5. Compliance and Security :

- Ensure compliance with company policies, including data security, information privacy, and workplace ethics.

- Conduct regular checks to ensure that security protocols are followed by all teams.

- Coordinate with the facilities team for any night shift facility-related issues.

6. Communication and Collaboration :

- Serve as the bridge between night shift teams and their respective line managers, ensuring any issues or feedback is communicated effectively.

- Conduct brief start-of-shift and end-of-shift meetings to align teams and ensure a smooth transition.

- Support cross-functional collaboration for any urgent customer requests or internal requirements.

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