Customer Service Operations Manager

3 hours ago


Delhi, Delhi, India Firstsource Full time

A leading provider of customized Business Process Management (BPM) services, Firstsource is a trusted custodian and long-term partner to 100+ leading brands with a presence in the US, UK, India, and Philippines.

Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

We are seeking an experienced Customer Service Operations Manager to lead our team of customer service associates and drive operational excellence. As a key member of our leadership team, you will be responsible for achieving all KPI's and SLA's set by clients while maintaining high-quality standards.

The ideal candidate will have a minimum of 2 years of experience in sales or upselling background with strong team handling skills. You should have excellent communication and organizational skills, with the ability to work effectively in a fast-paced environment.

This role involves:

  • Leading a team of 12-20 customer service associates to achieve team SLA's
  • Conducting regular floor walks to supervise and monitor activities
  • Providing coaching and feedback to enhance performance
  • Interacting with quality teams to seek feedback on performance and quality scores
  • Prioritizing and assigning work to associates and initiating corrective measures to resolve day-to-day work-related problems
  • Organizing training programs and weekly team meetings to update associates on process changes and quality issues

We offer a competitive salary of $65,000 - $75,000 per annum, based on experience, as well as opportunities for career growth and development.

We prioritize employee satisfaction and retention, offering a range of benefits including rewards and recognition programs, monthly team outings, and more.



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