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Customer Service Operations Manager

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Ajmer, Rajasthan, India beBeeTeam Full time ₹ 7,50,000 - ₹ 15,00,000
Job Title: Customer Service Team Lead

We are seeking a seasoned leader to oversee our customer service team. The ideal candidate will have a proven track record of driving process improvements, coaching team members, and ensuring high service levels.

  • Main Responsibilities:
  • Oversee daily operations, monitor performance metrics (CSAT, FCR, AHT, etc.), and manage Email and Chat Process 24 x7.
  • Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Work with 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 Agent productivity targets met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with stakeholders to coordinate on pending/escalation issues.
  • Identify Training and Quality needs.
  • Drive Employee Engagement and R&R initiatives.
  • Conduct interviews to select the best candidates to fit the job profile.
  • Flexibility to work rotational shifts including night shifts.