Customer Service Operations Leader

2 weeks ago


Kolkata, West Bengal, India beBeeCustomerService Full time ₹ 18,00,000 - ₹ 22,00,000

Job Title: Lead Customer Service Operations Specialist

About the Role:

We are seeking a highly skilled and experienced Senior Specialist to lead our Customer Service Operations team in Emerging Markets. As a key member of our Consumer Experience function, you will be responsible for ensuring a premium customer service experience across all channels.

Key Responsibilities:

  • Drive Operational Efficiency: Manage BPO/vendor operations, drive targets, align processes, and act as first escalation point
  • Monitor Performance Metrics: NPS, AHT, case backlogs, service levels, and quality standards
  • Lead Business Reviews with Vendors: Monthly/quarterly/annual
  • Optimize Processes and Implement Rollouts/New Functionalities: Across regions
  • Support People Management by Guiding Vendor Team Structures & Workload Efficiency:
  • Drive Continuous Improvement Initiatives and Hold Vendors Accountable:

Requirements:

  • Bachelor's degree in Business, Communication, or related field (or equivalent experience)
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Expert knowledge in Consumer Service operations
  • Strong project management & reporting experience

Skills and Qualifications:

  • Results-driven with strong problem-solving & risk management abilities
  • Excellent stakeholder & vendor management skills
  • Ability to adapt quickly in a dynamic environment
  • Strong communication skills in English (verbal & written)

KPI Understanding:

  • Strong knowledge of Customer Service KPIs such as:
  • NPS (Net Promoter Score) – measuring consumer satisfaction & loyalty
  • AHT (Average Handling Time) – measuring case handling efficiency
  • CSAT, FCR, Service Levels (good to have)
  • Ability to analyze performance metrics and drive improvements


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