Senior Consumer Service Operations Manager

23 hours ago


Kollam, Kerala, India beBeeCustomerService Full time ₹ 60,00,000 - ₹ 1,50,00,000
Job Description:
Sr. Specialist – Customer Service Operations.
This is a role for a results-driven individual with a strong problem-solving and risk management ability to ensure a premium customer service experience across all channels in Emerging Markets.

Key Responsibilities:
• Ensure a premium CS experience across all channels in Emerging Markets
• Manage BPO/vendor operations: drive targets, align processes, and act as first escalation point
• Monitor KPIs: NPS, AHT, case backlogs, service levels, and quality standards
• Lead business reviews with vendors (monthly/quarterly/annual)
• Optimize processes and implement rollouts/new functionalities across regions
• Drive continuous improvement initiatives and hold vendors accountable
• Support people management by guiding vendor team structures & workload efficiency

Required Skills and Qualifications:
- 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
- Expert knowledge in Consumer Service operations
- Strong project management & reporting experience

Benefits:
- Ability to adapt quickly in a dynamic environment
- Excellent stakeholder & vendor management skills
- Strong communication skills in English (verbal & written)



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