Senior Customer Support Team Manager

1 day ago

Kollam, Kerala, India beBeeLeadership Full time ₹ 8,00,000 - ₹ 12,00,000

Customer Service Team Lead Role

We are looking for a seasoned Team Leader to oversee customer service operations. The ideal candidate will manage daily activities, ensure high service standards, coach team members, and drive process improvements to enhance customer satisfaction.

Main Responsibilities:

  • Monitoring Performance: Track key metrics such as daily volumes, response times, and customer satisfaction (CSAT, FCR, AHT).
  • Email and Chat Management: Manage email and chat processes 24/7, ensuring timely responses.
  • Team Coaching: Provide regular feedback, conduct performance evaluations, and coach team members for continuous improvement.
  • Escalated Issues: Handle complex customer queries and resolve issues efficiently.
  • Policies and Brand Guidelines: Work with quality assurance and training teams to ensure adherence to policies, tone, and brand guidelines.
  • Scheduling and Attendance: Maintain shift schedules, ensure proper coverage, and manage attendance.
  • Performance Analysis: Analyze team performance reports and generate actionable insights for optimization.
  • Productivity Targets: Ensure daily agent productivity targets are met.
  • Knowledge Base: Contribute to knowledge base development and continuous process improvement.
  • Communication: Communicate with stakeholders to coordinate pending or escalated issues.
  • Training and Quality: Identify training and quality needs.
  • Employee Engagement: Drive employee engagement and recognition.
  • Candidate Selection: Conduct interviews to select the best candidates to fit the job profile.

Requirements:

  • Education: Bachelor's degree or equivalent work experience.
  • Leadership Experience: Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
  • Chat and Email Experience: Strong experience in chat and email-based customer support (e-commerce or service industries preferred).
  • Soft Skills: Excellent written communication, problem-solving, and people management skills.
  • Tech Skills: Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
  • Pressure Handling: Ability to handle pressure, multitask, and lead teams in a fast-paced environment.

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