Operations Manager-Customer Support

Position Overview:

We are seeking a seasoned Operations Manager - Customer Support to lead and optimize our customer support operations. The ideal candidate will have strong data analysis skills, be proficient in Excel, and possess excellent leadership capabilities to manage a team of Team Leads and 60-100 customer support agents. This role focuses on driving efficiency, maintaining service excellence, ensuring SLA adherence, and fostering a customer-centric culture.

Key Responsibilities:

Team Leadership:

Supervise and mentor a team of Team Leads and their respective agents (60-100).

Ensure team adherence to company policies, processes, and performance standards.

Conduct regular performance reviews, provide feedback, and implement corrective actions as needed.

Operational Excellence:

Develop and implement processes to streamline operations and enhance efficiency.

Ensure consistent adherence to SLAs, quality benchmarks, and response time goals.

Identify and resolve operational bottlenecks in real time.

Performance Management:

Analyze team performance data and provide insights to improve productivity.

Set and monitor KPIs for Team Leads and agents, ensuring alignment with organizational goals.

Conduct regular calibration sessions to maintain consistency in call quality and customer interactions.

Customer Experience:

Foster a customer-centric culture within the support team to ensure high levels of customer satisfaction.

Address escalated issues promptly and implement strategies to reduce escalations and repeat contacts.

Proactively monitor customer feedback to identify trends and opportunities for improvement.

Reporting & Data Management:

Utilize advanced Excel skills to analyze metrics, create dashboards, and generate performance reports.

Present detailed reports and actionable insights to senior management

Track and report on key metrics, including First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).

Training & Development:

Identify skill gaps and coordinate with the training team to conduct upskilling sessions.

Ensure new hires are onboarded efficiently and equipped with the necessary tools and knowledge.

Create a succession plan to develop future leaders within the team.

Collaboration & Communication:

Act as a bridge between the support team and other departments, ensuring seamless communication and resolution of cross-functional issues

Work closely with the QA, IT, and product teams to address systemic issues impacting customer support.

Requirements

Qualifications & Requirements:

Experience: 4-6 years in customer support operations, with at least 2 years in a managerial capacity overseeing large teams.

Skills:

Strong analytical and Excel skills, including the ability to create pivot tables, VLOOKUPs, and operational dashboards.

Proven track record of managing KPIs such as CSAT, AHT, and SLA adherence.

Excellent communication, leadership, and problem-solving skills.

Experience in managing cross-functional projects and process improvements.

Education: Bachelor\u2019s degree.

Mindset: Detail-oriented, proactive, and committed to delivering exceptional customer experiences.

Benefits

What We Offer:

Competitive salary and performance-based bonuses.

A collaborative work environment with opportunities for professional growth.

The chance to play a key role in shaping a high-performing customer support team.