Customer Service Manager

Summit Consulting Services · India

About the Role

We are looking for a dynamic and customer-focused CSR Supervisor to lead a team of Customer Service Representatives and ensure the delivery of exceptional customer experiences. The ideal candidate will be responsible for driving team performance, coaching employees, managing day-to-day operations, and ensuring service levels, quality standards, and customer satisfaction targets are consistently achieved. The role combines people leadership, operational excellence, and continuous process improvement.

Key Responsibilities :

Team Leadership

• Lead, motivate, and supervise a team of 10–20 Customer Service Representatives.
• Conduct regular coaching sessions, one-on-one meetings, and performance reviews.
• Develop team capability through training, mentoring, and knowledge-sharing.
• Foster a positive, high-performance, and customer-centric work environment.

Operations Management

• Manage daily customer support operations across phone, email, chat, and ticketing channels.
• Ensure adherence to SLAs, quality standards, and productivity targets.
• Monitor real-time queue management, staffing, and schedule adherence.
• Handle escalated customer complaints and drive timely resolutions.

Performance Management

• Track and analyze KPIs including:
• Service Level
• Average Handle Time (AHT)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Quality Scores
• Productivity & Occupancy
• Identify performance gaps and implement improvement plans.
• Prepare daily, weekly, and monthly operational reports.

Quality & Process Improvement

• Ensure compliance with company policies and customer service standards.
• Partner with Quality and Training teams to improve customer interactions.
• Recommend process improvements to enhance efficiency and customer experience.
• Support implementation of new tools, SOPs, and operational initiatives.

Stakeholder Management

• Collaborate with Operations, HR, Quality, Workforce Management, and Training teams.
• Escalate operational risks and recommend mitigation plans.
• Participate in client reviews and operational governance meetings when required.

Required Qualifications

• Bachelor's degree in any discipline.
• 9–12 years of experience in Customer Service or Contact Center Operations.
• Minimum 3–4 years of experience in a Team Lead or Supervisor role.
• Experience managing voice, email, chat, or blended customer support operations.
• Strong understanding of contact center metrics and workforce management principles.

Preferred Skills

• Excellent verbal and written communication skills.
• Strong people management and coaching abilities.
• Customer-first mindset with strong problem-solving skills.
• Ability to analyze operational data and make informed decisions.
• Proficiency in CRM platforms, ticketing systems, and Microsoft Office (Excel, PowerPoint).
• Ability to work in a fast-paced, target-driven environment.
• Strong conflict resolution and stakeholder management skills.