Senior Customer Service Manager

3 days ago


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

Job Title: Team Lead - Operations

Role Overview:

The successful candidate will be responsible for leading and mentoring a team of customer service representatives.

Key Responsibilities:

  • Mentor, lead, and motivate a team to achieve high performance standards.
  • Conduct regular meetings, one-on-ones, and performance reviews to drive improvement.
  • Address team concerns and provide feedback to enhance overall performance.

Performance Metrics:

  • Monitor and analyze team performance metrics, such as call handling time and customer satisfaction scores.
  • Set and track performance targets and KPIs to drive success.
  • 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 in a timely manner.
  • 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 to drive business growth.

Skills and Qualifications:

  • 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.

Benefits:

We offer a competitive salary package, excellent benefits, and opportunities for career advancement.

Eligible candidates please submit your resume.



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