Senior Operations Manager

21 hours ago


Surat, Gujarat, India beBeeCustomerService Full time ₹ 15,00,000 - ₹ 20,00,000

**Job Title:** Senior Operations Manager

We are seeking a skilled leader to manage our 24x7 customer support center.

The ideal candidate will lead a team handling complaints, roadside assistance, escalations, and general inquiries.

  • **Key Responsibilities:** Lead and manage a 24x7 call center team using KPIs (response time, resolution rate, CSAT) for continuous improvement.
  • Monitor team performance, identify training needs, and conduct regular upskilling sessions.

Critical tasks include managing third-party vendors, collaborating with field teams, overseeing product-related complaints, and supervising responses to customer queries.

  • Ensure prompt acknowledgment and resolution of escalation emails.
  • Analyze feedback data and share insights for service enhancement.

Maintain real-time dashboards for RSA, complaints, and inquiries, and generate periodic performance reports with actionable insights.

  • Implement quality monitoring programs to ensure service consistency.
  • Foster a customer-first culture within the team and identify innovative service delivery methods.

**The Ideal Candidate:** The role requires adherence to regulatory standards, maintaining emergency response protocols, and updating contingency plans for high call volumes and system outages.



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