Manager -Customer Service-Risebird-WFO-immediate joiners only

Position: Manager Customer Service / Support

Role Overview

The Manager Customer Service / Support will be responsible for leading, managing, and optimizing customer support operations in a BPO/KPO environment. The role focuses on delivering exceptional customer experience, driving team performance, meeting SLAs/KPIs, and ensuring continuous process improvement.

Key Responsibilities

• Lead and manage end-to-end customer service operations (voice, email, chat, back-office).
• Manage team leads, supervisors, and customer support executives.
• Ensure achievement of SLAs, KPIs, CSAT, NPS, AHT, and quality targets.
• Develop and implement customer service strategies aligned with business goals.
• Handle escalations, complex customer issues, and critical client interactions.
• Monitor performance metrics, prepare MIS reports, and present insights to stakeholders.
• Drive process improvements, automation, and efficiency initiatives.
• Coordinate with training and quality teams to improve agent performance.
• Ensure compliance with client processes, data security, and regulatory requirements.
• Manage workforce planning, scheduling, attrition control, and team engagement.
• Act as a key point of contact for clients and internal leadership.
  

Required Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and stakeholder management abilities
• Deep understanding of BPO/KPO customer support operations
• Strong analytical skills and data-driven decision making
• Experience in handling international/domestic clients
• Knowledge of CRM tools, ticketing systems, and workforce management tools
• Ability to manage high-pressure situations and escalations
• Process improvement and Lean/Six Sigma exposure (preferred)
  

Qualifications

• Bachelors degree in Business, Management, or related field (MBA preferred)
• 610 years of experience in customer service/support operations
• Minimum 23 years in a managerial or leadership role