Customer service manager

Summit Consulting Services · Navi mumbai, 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, Power Point). Ability to work in a fast-paced, target-driven environment. Strong conflict resolution and stakeholder management skills.