Customer Service Team Director

5 days ago

Pune, Maharashtra, India beBeeLeader Full time ₹ 6,00,000 - ₹ 10,00,000

Job Overview:

Our organization seeks a seasoned professional to spearhead our customer service team. The ideal candidate will oversee daily operations, drive process improvements, and coach team members to ensure exceptional customer satisfaction.

Key Responsibilities:

  • Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first contact resolution (FCR), and average handling time (AHT).
  • Manage email and chat processes around the clock.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous growth.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Collaborate with quality assurance (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 productivity targets are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with internal stakeholders to coordinate pending/escalation issues.
  • Identify training and quality needs.
  • Drive employee engagement and retention initiatives.
  • Participate in interviews to select top candidates for the role.
  • Be adaptable and flexible with regards to working hours, 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.
  • Proven 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 regards to working hours and weekend support if needed.

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