Senior Customer Service Operations Manager

6 days ago

Surat, Gujarat, India beBeeCustomerSupport Full time ₹ 9,00,000 - ₹ 12,00,000

We are seeking a proactive and experienced Team Lead to manage our blended process. The ideal candidate will oversee day-to-day operations, ensure high service levels, coach team members, and drive 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 quality assurance 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 warehouse/handling teams to coordinate pending/escalation issues.
  • Identify training and quality needs.
  • Drive employee engagement and conduct interviews to select the best candidates to fit the job profile.
  • The ideal candidate should be open to working rotational shifts including night shifts.

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 (e-commerce or service industries preferred).
  • 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 in a fast-paced environment.
  • Flexibility with shifts and weekend support if needed.

What We Offer:

A dynamic and challenging role with opportunities for growth and development. As a Team Lead, you will have the chance to make a real impact on our customers' experiences and contribute to our company's success.

Why Join Us:

We are a leading provider of customer service solutions, dedicated to delivering exceptional experiences to our clients. Our team is passionate about what we do, and we're looking for like-minded individuals to join us on our journey.

About You:

We're looking for a motivated and results-driven individual who can thrive in a fast-paced environment. If you have a strong background in customer service, excellent communication skills, and a passion for leadership, we'd love to hear from you.

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