Chief Service Operations Manager

24 hours ago


visakhapatnam, India beBeeService Full time

Job OverviewWe seek a seasoned Service Delivery Manager to oversee our client support operations, ensuring seamless and high-quality service execution.This role demands someone who can effectively manage challenging clients, guide the team, and collaborate closely with internal teams to achieve goals.Lead and mentor the support team to maintain consistent service quality.Handle escalations and complex issues, particularly for sensitive accounts.Participate in client calls, provide updates, and foster strong relationships with key stakeholders.Coordinate with internal teams to resolve issues promptly and enhance overall delivery and SLA compliance.Monitor performance, identify gaps, and strengthen processes.Prepare monthly/quarterly reports on support performance and customer satisfaction.Plan and manage training to upskill the team.Maintain and refine SOPs to ensure smooth day-to-day operations.Key ResponsibilitiesLeadership and Guidance: Lead the support team to deliver exceptional service quality.Crisis Management: Effectively handle escalations and complex issues, prioritizing sensitive accounts.Client Engagement: Participate in client calls, provide regular updates, and nurture strong stakeholder relationships.Team Collaboration: Coordinate with internal teams to resolve issues efficiently and improve overall delivery and SLA compliance.Process Improvement: Monitor performance, identify areas for improvement, and enhance processes.Reporting and Analysis: Prepare regular reports on support performance and customer satisfaction.Training and Development: Plan and manage training sessions to upskill the team.Operational Efficiency: Maintain and refine SOPs to ensure seamless day-to-day operations.



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