Team Operations Manager

1 week ago

Varanasi, Uttar Pradesh, India beBeeLeader Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title:

Customer Service Team Lead

Job Description:

We are seeking an experienced leader to manage our customer service team.

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 include:

  • Monitoring daily volumes, response times and customer satisfaction metrics to identify areas for improvement
  • Managing email and chat processes 24/7 to ensure timely and effective responses
  • Providing regular feedback, conducting performance evaluations and coaching team members for continuous growth and development
  • Handling escalated customer queries and resolving complex issues efficiently and effectively
  • Collaborating with quality assurance and training teams to ensure adherence to policies, tone and brand guidelines
  • Maintaining shift schedules, ensuring proper coverage and managing attendance to meet productivity targets
  • Analyzing team performance reports and generating actionable insights for optimization
  • Contributing to knowledge base development and continuous process improvement
  • Communicating with stakeholders to coordinate issue resolution
  • Identifying training and quality needs to improve team performance
  • Driving employee engagement and recognition programs
  • Leading interviews to select the best candidates to fit the job profile

Requirements include:

  • 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

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