Senior Service Operations Specialist

1 day ago

Anantapur, Andhra Pradesh, India beBeeServiceOperations Full time ₹ 10,43,200 - ₹ 13,12,200

Job Title: Senior Service Operations Specialist

Job Description:

This role is responsible for ensuring a premium customer service experience across all channels in emerging markets. The successful candidate will manage business process outsourcing (BPO) vendor operations, drive key performance indicators (KPIs), and support efficiency, quality, and membership-first initiatives.

The ideal candidate will have 3+ years of experience in customer service BPO/contact center operations, with a proven track record in vendor management and operational excellence. They will also have exposure to retail, e-commerce, or digital consumer service environments, and experience managing multi-country or complex CS processes.

Required Skills and Qualifications:
  • Experience:
    • 3+ years in Customer Service (BPO / Contact Center Operations)
    • 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
  • 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
  • Knowledge:
    • Solid understanding of budget management
    • Benefits: control costs, improve ROI, enable growth
    • Risks: overspending = reduced profitability; under-spending = poor service quality
    • Strong grasp of process optimization & continuous improvement
  • Tools & Systems:
    • Hands-on experience with CRM platforms:
    • Salesforce (preferred)
    • Zendesk, Oracle, or similar CRMs
    • Familiarity with reporting tools like Profit, Leonardo, Gendex
    • High proficiency in Excel & reporting dashboards
  • Soft Skills:
    • 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)
Benefits:

As a Senior Service Operations Specialist, you will have the opportunity to work on challenging projects, develop your skills, and take on new responsibilities. You will be part of a collaborative team that values innovation, flexibility, and open communication.

Others:

Minimum Qualifications:

  • 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

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