Manager-Customer Service

Job Title: Manager, Customer Service Department: Customer Support / Operations Location: Bengaluru / Hybrid Employment Type: Full-Time
CTC : 6 Lac pa

Role Summary

We are looking for an experienced and highly motivated Customer Service Manager to lead and inspire a dedicated team of 15 Calling Advisors. In this role, you will oversee both inbound and outbound calling operations while providing critical ancillary support to various operational functions. The ideal candidate is a strong leader with a proven track record in performance management, cross-functional collaboration, and delivering exceptional customer experiences.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and manage a team of 15 Calling Advisors, fostering a culture of high performance, accountability, and continuous improvement.

• Conduct regular 1-on-1s, performance reviews, and coaching sessions to ensure team members meet and exceed KPIs (e.g., AHT, CSAT, FCR).

• Manage team schedules, attendance, and capacity planning to ensure optimal coverage for both inbound and outbound campaigns.

• Identify patterns in customer queries and escalations to recommend process improvements and knowledge base updates.

Inbound & Outbound Call Operations

• Oversee daily inbound customer support, ensuring timely and accurate resolution of customer inquiries and escalations.

• Manage outbound calling campaigns (e.g., customer retention, follow-ups, lead generation), ensuring adherence to scripts, compliance, and conversion targets.

• Monitor live calls and review call recordings to ensure quality assurance and identify training opportunities.

• Analyze customer support data, ticket trends, and call interaction patterns to identify recurring issues, operational gaps, and improvement opportunities.

Ancillary Operations Support

• Act as the primary bridge between the Customer Service team and internal Operations functions (e.g., Logistics, Billing, Product).

• Provide support to operations teams by streamlining communication, handling order exceptions, and investigating backend customer issues.

• Analyze call data and support ticket trends to identify operational bottlenecks and propose process improvements to the wider business.

• Prepare and present regular performance reports to senior management.

Requirements & Qualifications

• Experience: Minimum of 3-5 years of experience in customer service management or a call center leadership role.

• Leadership: Proven experience directly managing a team of at least 10+ agents.

• Domain Knowledge: Strong understanding of both inbound support and outbound calling operations, including relevant metrics and KPIs.

• Skills: * Excellent verbal and written communication skills.

• Strong conflict resolution and de-escalation abilities.

• Proficiency with CRM software and telephony systems (e.g., Zendesk, Salesforce, Genesys, Zoho or similar).

• Proficiency in Microsoft Excel for data analysis, reporting, and performance tracking (Pivot Tables, dashboards, data summaries).

• Proficiency in Microsoft Excel for data analysis, reporting, and performance tracking (Pivot Tables, dashboards, data summaries) will be an advantage

• Ability to translate customer feedback into product and process improvements.

• Attributes: Analytical, highly organized, and capable of thriving in a fast paced collaborative environment.