Customer Service Operations Manager
24 hours ago
We are seeking a proactive and experienced Team Lead to manage our blended process. 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:
- Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
- Manage email and chat processes 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 quality assurance 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 warehouse and handels to coordinate pending and escalation issues.
- Identify training and quality needs.
- Drive R&R and employee engagement.
- Conduct interviews to select the best candidates to fit the job profile.
- Be open to working rotational shifts, including night shifts.
Requirements:
- Bachelor's degree or equivalent work experience.
- Minimum three years in customer service, with at least one 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.
- Flexibility with shifts and weekend support if needed.
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