Hiring For Customer Service Operation Manager

1Point1

7 - 8 years

8 - 9 Lacs

navi mumbai

Posted:1 month ago| Platform:

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Skills Required

customer service backened voice/email/chat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Department:

Location:

Reports To:

Job Summary:

Key Responsibilities:

Manage day-to-day operations for both voice and non-voice (email/chat) support teams.
Ensure achievement of all SLAs, KPIs, and client performance targets across all channels.
Lead, coach, and motivate Team Leaders and agents to deliver high-quality customer service. Monitor performance metrics, analyze data, and implement improvement strategies.
Drive process efficiency through continuous improvement initiatives and automation opportunities.
Partner with clients and internal stakeholders for performance reviews, updates, and escalations.
Manage workforce planning, attendance, and scheduling to ensure adequate coverage.
Maintain compliance with company policies, client requirements, and data protection standards.
Conduct performance appraisals, feedback sessions, and team development programs.
Handle escalated customer issues promptly and ensure effective resolution.
Coordinate with quality and training teams to ensure process readiness and upskilling.

Interested candidate can share resume on mentioned email ID:

Sanjeevani.supe@1point1.com

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