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Operations Manager

3 weeks ago

Amrāvati, Maharashtra, India beBeeManager Full time ₹ 9,00,000 - ₹ 12,00,000
Customer Service Operations Manager

We are seeking a proactive and experienced professional to manage day-to-day operations in customer service. The ideal candidate will oversee daily activities, ensure high service levels, coach team members, and enhance customer satisfaction.

The role requires strong experience in chat and email-based customer support, excellent written communication and problem-solving skills, as well as the ability to handle pressure, multitask, and lead teams in a fast-paced environment.

In this role, you will be responsible for:

  • Monitoring daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.)
  • Managing email and chat processes 24/7
  • Providing regular feedback, conducting performance evaluations, and coaching team members for continuous improvement
  • Handling escalated customer queries and resolving complex issues efficiently
  • Working with QA and Training teams to ensure adherence to policies, tone, and brand guidelines
  • Maintaining shift schedules, ensuring proper coverage, and managing attendance
  • Analyzing team performance reports and generating actionable insights for optimization
  • Ensuring daily agent productivity targets are met
  • Contributing to knowledge base development and continuous process improvement
  • Communicating with relevant teams to coordinate pending or escalation issues
  • Identifying training and quality needs
  • Driving R&R and employee engagement
  • Conducting interviews to select the best candidates to fit the job profile

Requirements include:

  • Bachelor's degree or equivalent work experience
  • Minimum 3 years in customer service, with at least 1 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