Manager- Customer Success & Ops
Job Description
Position: Manager- Customer Success & Ops
Location: Gandhinagar, Gujarat
Department: Customer Experience
Key Responsibilities:
Team Management:
? Lead, mentor, and motivate a team of customer service representatives to achieve individual and team targets.
? Conduct regular team meetings, provide feedback, and implement action plans to improve team performance.
? Manage and balance workloads within the team to ensure effective and efficient service delivery.
? Foster a positive work environment and encourage teamwork and collaboration.
Customer Service Excellence:
? Ensure the team provides high-quality customer service by responding to customer inquiries, resolving issues, and maintaining high levels of customer satisfaction.
? Monitor and evaluate team performance against key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
? Handle complex or escalated customer queries and complaints, providing appropriate solutions and alternatives in a timely manner.
Process Improvement:
? Identify areas of improvement in customer service processes and implement strategies to enhance service quality and efficiency.
? Work with cross-functional teams to address service delivery issues and improve customer experience.
? Develop and update standard operating procedures (SOPs) to streamline customer service operations.
Training and Development:
? Train new team members on customer service protocols, product knowledge, and company policies.
? Provide ongoing coaching, support, and training to team members to develop their skills and capabilities.
? Provide constructive feedback to team members.
Reporting and Analysis:
? Prepare daily, weekly, and monthly reports on team performance, customer feedback, and service levels.
? Analyze data to identify trends, gaps, and opportunities for improvement.
? Present findings and recommendations to management to enhance customer service
strategies.
Required Skills:
? Strong leadership and people management skills.
? Excellent communication and interpersonal skills.
? Problem-solving and conflict resolution skills to handle challenging situations and escalations.
? Ability to analyze data, interpret results, and make informed decisions.
? Proficiency in customer service software, CRM systems, and Microsoft Office Suite (Excel, Word, PowerPoint).
Qualifications:
? Bachelor’s degree in any discipline; a degree in Business Administration, Management,
or related field is a plus.
? 5-10 years of experience in customer service, with at least 3-5 years in a supervisory or team lead role.
? Proven track record of achieving team targets and managing customer service operations.
Key Competencies:
? Strong organizational and time management skills.
? Customer-focused mindset with a passion for delivering excellent service.
? High level of adaptability, flexibility, and resilience under pressure.
? Strong analytical and decision-making abilities.
? Ability to work independently and collaboratively with cross-functional teams.
? Should be open to work in rotational shifts (Mon-Sun