Customer Success Operations Manager

1 week ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 1,04,000 - ₹ 1,30,878

Job Title: Team Lead - Operations

Level: Manager 1

Reporting to: Senior Supervisor

Location: City

Working Hours/ Days: Flexible Hours / 5 Regular Days a Week

Shift: Rotational Shifts

Key Responsibilities:

Team Leadership:

  • Oversee, motivate and guide a team of customer service representatives.
  • Facilitate regular team meetings, one-on-one coaching sessions, and performance reviews.
  • Address team concerns and provide constructive feedback for continuous improvement.

Performance Monitoring:

  • Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
  • Set and track performance targets and KPIs.
  • Implement strategies to achieve and exceed performance goals.

Quality Assurance:

  • Ensure adherence to quality standards and protocols.
  • Conduct regular quality checks and audits of calls.
  • Provide coaching and training to enhance service quality.

Operational Management:

  • Manage daily operations to ensure efficient workflow and resource allocation.
  • Handle escalated customer issues and complaints.
  • Collaborate with other departments to resolve complex issues.

Reporting:

  • Prepare and present regular performance reports to senior management.
  • Analyze trends and identify areas for improvement.
  • Recommend and implement process improvements.

Training and Development:

  • Identify training needs and coordinate training sessions.
  • Foster a culture of continuous learning and development within the team.

Qualifications:

  • Education:
  • Degree from a recognized University.

Experience:

  • Minimum 5 years of experience in a contact center environment.
  • Proven experience in a supervisory or leadership role, preferably in an international voice contact center.

Skills:

  • Excellent leadership and people management skills.
  • Strong analytical and problem-solving abilities.
  • Exceptional communication and interpersonal skills.
  • Ability to work in a fast-paced and dynamic environment.
  • Proficiency in using contact center software and CRM systems.
  • Other Requirements:
  • Flexibility to work in different shifts, including nights and weekends.
  • Strong understanding of customer service principles and practices.
  • Ability to handle high-pressure situations calmly and effectively.

Eligible candidates please apply via our website.

Role: Team Leader

Industry Type: Business Process Outsourcing

Department: Customer Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

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