Customer Service Operations Lead

15 hours ago

Gulbarga, Karnataka, India beBeeOperations Full time ₹ 15,00,000 - ₹ 15,18,000

Customer Service Operations Lead

We are seeking a professional to ensure premium customer service across eCom and retail channels.

Main Responsibilities

  • Manage BPO/vendor operations: drive performance targets, align processes, and act as first escalation point
  • Monitor key performance indicators: Net Promoter Score, Average Handling Time, case backlogs, service levels, and quality standards
  • Lead business reviews with vendors (monthly/quarterly/annual)
  • Optimize processes and implement rollouts/new functionalities across regions
  • Support workforce planning & cost efficiency initiatives
  • Drive continuous improvement initiatives and hold vendors accountable
  • Assist people management by guiding vendor team structures & workload efficiency

Requirements

  • Bachelor's degree in Business Administration, Communication, or related field (or equivalent experience)
  • At least 3 years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Expert knowledge in Consumer Service operations
  • Strong project management & reporting experience

Key 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)

About the Role

This position is a great opportunity for someone who wants to make a difference in customer service. We are committed to delivering exceptional experiences.

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