Senior Customer Service Operations Manager

4 days ago

Tiruchi, Tamil Nadu, India beBeeCustomerService Full time ₹ 18,00,000 - ₹ 24,00,000
Job Overview

We are seeking a dynamic leader to oversee our 24x7 customer support center.

This role is pivotal in ensuring seamless coordination across all divisions to deliver exceptional customer service and drive continuous improvement in customer experience.

Key Responsibilities:
  • Lead and manage a 24x7 call center team handling complaints, roadside assistance, escalations, and general inquiries.
  • Ensure optimal staffing and shift rotations to maintain uninterrupted service.
  • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
  • Identify training needs and conduct regular upskilling sessions.
  • Manage third-party roadside assistance vendors to ensure SLA adherence and service quality.
  • Collaborate with field teams and dealers across all divisions to resolve escalations and meet defined KPIs.
  • Oversee the end-to-end handling of product-related complaints.
  • Coordinate with relevant division teams for timely and effective resolution.
  • Supervise accurate and timely responses to customer queries.
  • Maintain and update a centralized knowledge base to support agents.
  • Ensure prompt acknowledgment and resolution of escalation emails.
  • Conduct root cause analysis to identify recurring issues and implement corrective actions.
  • Ensure timely collection of post-service feedback through structured calls and surveys.
  • Analyse feedback data and share insights with respective divisions for service enhancement.
  • Maintain real-time dashboards for roadside assistance, complaints, post-service feedback, and inquiries.
  • Generate and present periodic performance reports with actionable insights.
  • Ensure adherence to regulatory standards and internal policies.
  • Implement quality monitoring programs to ensure service consistency.
  • Foster a customer-first culture within the team.
  • Identify and implement innovative service delivery methods, including digital and self-service tools.
  • Develop and maintain emergency response protocols for service disruptions.
  • Regularly update contingency plans for high call volumes, system outages, etc.

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