Customer Experience Operations Manager

3 days ago

Kanpur, Uttar Pradesh, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 15,00,000
Customer Service Team Lead

We are seeking a proactive and experienced leader to manage our customer service operations. The ideal candidate will oversee day-to-day activities, 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 Process 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 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.
  • Ensure Daily Agent productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with stakeholders to coordinate pending/escalation issues.
  • Identify Training and Quality needs.
  • Drive R&D and employee engagement.
  • Conduct interviews to select the best candidates to fit the job profile.
  • The role requires flexibility with shifts and weekend support if needed.

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.

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