Customer Service Process Manager

22 hours ago

Allahabad, Uttar Pradesh, India beBeeTeam Full time ₹ 9,00,000 - ₹ 12,00,000

Job Title: Customer Service Team Lead

Description:

In a fast-paced and dynamic environment, we are seeking a skilled Team Lead to oversee our customer service process. The ideal candidate will be responsible for managing day-to-day operations, ensuring high service levels, coaching team members, and driving process improvements to enhance customer satisfaction.

Key Responsibilities:

  • Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
  • Manage email and chat processes 24/7.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Work with QA and training teams to ensure adherence to policies, tone, and brand guidelines.
  • Maintain shift schedules, ensure proper coverage, and manage attendance.
  • Analyze team performance reports and generate actionable insights for optimization.
  • Ensure daily agent productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with relevant teams to coordinate on pending or escalated issues.
  • Identify training and quality needs.
  • Drive employee engagement initiatives.
  • Be open to working rotational shifts, including nights.

Requirements:

  • Bachelor's degree or equivalent work experience.
  • Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
  • Strong experience in chat and email-based customer support, preferably in e-commerce or service industries.
  • Excellent written communication, problem-solving, and people management skills.
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
  • Ability to handle pressure, multitask, and lead teams.

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