Customer Service Operation Manager

Company Description:

At Open Mind Services Limited, we help companies take care of their customers through a smart mix of technology and trained professionals. We manage customer interactions via phone calls, WhatsApp, live chat, automated reminders, and chatbot assistance so businesses can focus on their core operations.

We collaborate with top hospitals, retail brands, and growing startups to handle customer calls, assist with bookings and feedback, follow up with leads, and set up AI-powered chatbots and voice assistants.

Our strength lies in combining AI tools with a human touch, ensuring trained support is always available when needed. Whether managing appointments or handling product questions, we build the right support setup tailored to each client's needs.

Role Description:

This is a full-time on-site role for a Customer Service Operation Manager located in ITO, Delhi. The Customer Service Operation Manager will be responsible for overseeing day-to-day customer service operations, managing a team of customer service representatives, ensuring customer satisfaction, and improving operational processes.

The role involves monitoring performance, addressing customer service issues, and developing strategies to enhance customer experiences. The manager will also work closely with our clients to ensure seamless service delivery and customer satisfaction.

Key Responsibilities:

• Team Leadership & Supervision:
  Lead, coach, and mentor a team of customer service executives to achieve performance and service quality targets.
• Escalation Handling:
  Resolve complex or escalated customer issues effectively and ensure timely closure.
• Performance Monitoring:
  Track and review team performance through KPIs such as response time, resolution rate, and customer satisfaction.
• Training & Development:
  Identify training needs, conduct knowledge-sharing sessions, and support skill development of team members.
• Process Management:
  Ensure adherence to customer service policies, SOPs, and quality standards.
• Coordination:
  Collaborate with logistics, warehouse, technical, and other internal teams for smooth issue resolution.
• Customer Satisfaction:
  Continuously work on strategies to improve customer experience and reduce complaint ratios.
• Reporting:
  Prepare and share daily/weekly/monthly reports on team performance, customer feedback, and escalations with management.
• Workforce Management:
  Plan team schedules, manage shifts, and ensure adequate coverage during peak hours.
• Feedback & Improvement:
  Provide regular feedback to management on common customer issues, trends, and suggestions for process improvement.

Requirements:

• Minimum
  3+ years of experience in Customer Service
  (E-commerce experience preferred), with at least 2
  years in a team lead role
  .
• Strong knowledge of working on excel and excel formula's (dashboard and preparing all the reports)
• Excellent communication skills in
  English and Hindi [mention regional language if applicable]
  .
• Strong leadership, coaching, and motivational skills.
• Hands-on experience with CRM tools, ticketing systems, and MS Office.
• Ability to manage high-volume operations, multitask, and remain calm under pressure.

• Flexible to work in rotational shifts, weekends, and holidays.

• Preferred Qualifications:

• Bachelor's degree in any discipline.
• Experience with e-commerce platforms or order management systems.

Qualifications

• Proven skills in Customer Service Operations, Customer Service Management, and Customer Service
• Experience in Operations Management and ensuring customer satisfaction
• Strong leadership and team management abilities
• Excellent communication and interpersonal skills
• Ability to develop and implement effective customer service strategies
• Bachelor's degree in business administration, management, or a related field
• Experience in using customer service software and AI tools is a plus

What We Offer:

• Competitive salary as per market standards
• Friendly and collaborative work environment
• Training and development opportunities
• Career growth in the fast-growing e-commerce industry

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