Actively hiring

Customer Service Manager

Start Date

Starts Immediately

CTC (ANNUAL)

₹ 5,00,000 - 7,50,000 ₹ 5,00,000 - 7,50,000 /year

Experience

1 year(s)

1 year(s)

Apply By

17 Sep' 26

Posted 1 day ago

Job

Be an early applicant

About the job

Key Responsibilities:

1. Manage day-to-day customer service operations and ensure smooth process delivery.
2. Lead, mentor, and motivate team leaders and customer service associates.
3. Monitor AHT, CSAT, FCR, SLA, quality, productivity, attendance, and attrition.
4. Ensure achievement of daily, weekly, and monthly operational targets.
5. Review team performance and implement corrective action plans.
6. Conduct performance reviews and provide coaching to Team Leaders and team members.
7. Ensure adherence to company policies, SOPs, quality standards, and compliance requirements.
8. Handle escalations and ensure timely resolution of customer and operational issues.
9. Coordinate with HR, training, quality, WFM, and senior management.
10. Analyze operational reports and identify process improvement opportunities.
11. Drive initiatives to improve customer experience, productivity, quality, and cost efficiency.
12. Prepare and present MIS and performance reports to senior management.
13. Manage workforce planning, staffing requirements, and resource utilization.
14. Maintain a positive work environment and drive employee engagement and retention.
15. Identify operational risks and take proactive measures to minimize business impact.

Skill(s) required

Attendance Management MIS Operations Quality Assurance/Quality Control (QA/QC) Training and Development

Earn certifications in these skills

Who can apply

Only those candidates can apply who:

1. have minimum 1 years of experience

2.



are from Kolkata only

Other requirements

1. Strong people and team management skills.

2. Excellent communication and interpersonal skills.

3. Strong analytical and problem-solving abilities.

4. Customer-centric approach.

5. Positive understanding of BPO/customer service operations.

6. Strong knowledge of operational KPIs and MIS.

7. Escalation and stakeholder management skills.

8. Process improvement and performance management skills.

9. Ability to work under pressure and meet deadlines.

10. Proficiency in MS Excel and reporting tools.

11. Graduate in any discipline.

12. 1+ year of relevant experience in customer service/BPO operations.

13. Minimum 1 year of experience in a managerial role.

14. Experience managing large customer service teams preferred.

15. Strong knowledge of customer service metrics and operational processes.

Salary

Probation:

Duration:

Salary during probation:

After probation:

Annual CTC: ₹ 5,00,000 - 7,50,000 /year

Perks

Informal dress code Health Insurance Life Insurance

Number of openings

20

About Elevate X Solutions

At Elevate X Solutions, our mission is to help businesses grow and succeed. We provide a wide range of services, including market analysis, strategic planning, recruitment, and sales development, to help our clients achieve their goals.

Activity on Internshala

Hiring since August 2024

258 opportunities posted

12 candidates hired

Additional Questions

Sign up to continue

Candidate sign up

Sign up/ Login with Google

Sign up with Email

OR

By continuing as a candidate, you agree to our T&C; .

Already registered? Login

Sign up to continue

Candidate sign up

Sign up/ Login with Google

Sign up with Email

OR

By continuing as a candidate, you agree to our T&C; .

Already registered? Login

📌 Customer Service Manager (Kolkata)
🏢 Elevate X Solutions
📍 Kolkata