Senior Customer Service Operations Specialist

1 day ago

Udaipur, Rajasthan, India beBeeCustomerService Full time ₹ 9,00,000 - ₹ 27,00,000

Job Title: Senior Customer Service Operations Specialist

We are seeking a seasoned customer service operations specialist to join our team. As a senior member of our operations team, you will be responsible for managing vendor relationships, driving KPI performance, and supporting efficiency and quality initiatives.

Key Responsibilities:
  • Vendor Management: Manage BPO/vendor operations, drive targets, align processes, and act as the first escalation point.
  • KPI Monitoring: Monitor key performance indicators such as NPS, AHT, case backlogs, service levels, and quality standards.
  • Business Reviews: Lead business reviews with vendors on a regular basis (monthly/quarterly/annual).
  • Process Optimization: Optimize processes and implement rollouts/new functionalities across regions.
  • Financial Management: Support budget planning & cost efficiency.
  • Continuous Improvement: Drive continuous improvement initiatives and hold vendors accountable.
  • People Management: Support people management by guiding vendor team structures & workload efficiency.
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.
Experience:
  • Proven track record in vendor management and operational excellence.
  • Exposure to Retail, eCommerce, or Digital consumer service environments.
  • Experience managing multi-country or complex CS processes.
Skill Set:
  • 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).

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