Role Overview The Customer Operations Manager is responsible for leading teams that deliver customer support, process management, and operational excellence for global clients. This role ensures smooth day-to-day operations, drives performance metrics, and manages client relationships.

Key Responsibilities

- Team Leadership: Supervise analysts and team leaders handling customer service (voice, chat, email) and back-office operations.

- Performance Management: Track KPIs such as CSAT, SLA adherence, first-call resolution, and productivity.

- Client Interaction: Act as the primary point of contact for client escalations, reviews, and reporting.

- Process Improvement: Identify gaps, implement automation/RPA solutions, and streamline workflows.

- Training & Development: Conduct coaching sessions, upskill teams on communication, compliance, and product knowledge.

- Quality Assurance: Ensure adherence to compliance standards (ISO, GDPR, PCI-DSS) and internal audit requirements.





- Shift Management: Oversee 24/7 operations, including night shifts aligned with US/EU time zones.

Required Skills & Qualifications

- Graduate/Postgraduate in Business, IT, or related field.

- 7–12 years of experience in BPO/Customer Operations, with at least 3–5 years in a managerial role.

- Solid knowledge of customer service processes (voice/chat/email), telecom/cable, or BFSI domains.

- Excellent communication and stakeholder management skills.

- Familiarity with tools like CRM platforms (Salesforce, Zendesk), Jira, Remedy, MS Excel/Power BI.

- Exposure to Agile/DevOps methodologies is a plus.

Pay: ₹55,000.00 - ₹65,000.00 per month

Benefits

- Food provided

- Health insurance

- Paid sick time

- Provident Fund

Work Location: Hybrid remote in Chandigarh, Chandigarh

📌 Customer Operations Manager (Chandigarh)
🏢 eClerx
📍 Chandigarh