Customer Service Operations Manager

6 days ago

Kannur, Kerala, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title: Service Delivery Manager

Our organization is seeking an experienced and proactive individual to oversee our blended process.

Key Responsibilities:
  • Monitor daily volumes, response times, and customer satisfaction metrics (CSAT, FCR, AHT, etc.).
  • Manage email and chat processes 24/7.
  • 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 are met.
  • Contribute to knowledge base development and continuous process improvement.
  • Communicate with stakeholders to coordinate pending/escalation issues.
  • Identify training and quality needs.
  • Drive employee engagement and retention strategies.
  • Conduct interviews to select the best candidates to fit the job profile.
  • Be open to working rotational shifts, including night shifts.

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 (e-commerce or service industries preferred).
  • 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.
  • Flexible with shifts and weekend support if needed.

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