Operations Manager

2 weeks ago

Gulbarga, Karnataka, India beBeeCustomerService Full time ₹ 12,00,000 - ₹ 15,00,000
Job Description

The Customer Service Manager will lead our customer support team, ensuring seamless coordination across all divisions.

Key Responsibilities
  • Manage a team handling complaints, roadside assistance, escalations, and general inquiries.
  • Ensure optimal staffing and shift rotations for uninterrupted service.
  • Monitor team performance using KPIs (response time, resolution rate, CSAT) and drive continuous improvement.
  • Identify training needs and conduct regular upskilling sessions.
  • 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 RSA, complaints, PSF, and inquiries.
  • Generate and present periodic performance reports with actionable insights.
  • Implement quality monitoring programs to ensure service consistency.
  • Foster a customer-first culture within the team.
  • Develop and maintain emergency response protocols for service disruptions.
  • Regularly update contingency plans for high call volumes, system outages, etc.
Requirements
  • Strong leadership and communication skills.
  • Excellent problem-solving and analytical skills.
  • Ability to work in a fast-paced environment.
  • Highly organized and efficient.
Benefits

We offer a competitive salary and benefits package, including health insurance, retirement plan, and paid time off.

What We Offer

A dynamic and supportive work environment, opportunities for professional growth and development, and a chance to make a meaningful impact in the lives of our customers.

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