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Customer Service Operations Manager

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Aurangabad, Maharashtra, India beBeeLeadership Full time ₹ 5,50,000 - ₹ 8,50,000
Team Lead Job Opportunity

We are seeking a highly skilled and experienced Team Lead to oversee the management of our blended process. The ideal candidate will be responsible for 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 Process 24 x7
  • 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.
  • Ensuring Daily Agent productivity targets met
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with warehouse / Handels to coordinate for pending / escalation issues
  • Identifying Training and Quality needs
  • Driving R&R and employee engagement
  • Conducting interviews to select the best candidates to fit the job profile
  • Should be open to Work 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.
  • Flexible with shifts and weekend support if needed.

Skills: excellent leadership skills, ability to communicate effectively, strong analytical skills, experience with CRM software, ability to multitask, ability to work in a fast-paced environment