Customer Service Operations Manager

1 week ago


Dindigul, Tamil Nadu, India beBeeSupport Full time ₹ 9,00,000 - ₹ 12,00,000
Customer Support Team Lead Position

We are seeking a skilled and experienced Team Lead to oversee our daily operations, drive process improvements, and ensure high customer satisfaction.

  • Monitor key performance metrics such as volumes, response times, and customer satisfaction ratings.
  • Manage our email and chat processes 24/7 to provide timely support to our customers.
  • Coach team members, conduct performance evaluations, and provide regular feedback for continuous improvement.
  • Handle escalated customer queries and resolve complex issues efficiently.
  • Work with our Quality Assurance 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 productivity targets are met.
  • Contribute to the development of our knowledge base and ongoing process improvement initiatives.
  • Communicate with various stakeholders to coordinate on pending or escalated issues.
  • IDentify training and quality needs within the team.
  • Drive Return-to-Work (R&W) and employee engagement programs.
  • Conduct interviews to select the best candidates for the role.
  • This position requires flexibility with shifts, including night shifts, if needed.

Requirements:

  • Bachelor's degree or equivalent work experience.
  • Minimum 3 years in customer service, with at least 1 year in a leadership or supervisory role.
  • Strong experience in chat and email-based customer support, preferably in e-commerce or service industries.
  • Excellent written communication, problem-solving, and people management skills.
  • Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar CRM/chat platforms.
  • Ability to handle pressure, multitask, and lead teams in a fast-paced environment.
  • Flexibility with shifts and weekend support if needed.


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