Role Overview The Customer Service Manager oversees daily support operations, manages team performance, and ensures that all customer interactions meet the highest standards of quality and responsiveness.
Key Responsibilities
1. Leadership & Team Development
⢠Lead, coach, and mentor customer service executives and team leads.
⢠Conduct performance reviews, coaching sessions, and skill-enhancement workshops.
⢠Build a culture of accountability, empathy, and operational discipline.
2. Customer Experience & Quality Assurance
⢠Ensure consistent delivery of high-quality customer interactions across all channels.
⢠Drive improvements in NPS, QA Score, and customer satisfaction benchmarks.
⢠Conduct regular quality audits, calibrations, and feedback loops.
3. Operational Performance & Metric Ownership The role is directly responsible for achieving and improving the following KPIs: Core Service Metrics
⢠Average Handling Time (AHT): Optimize processes and coaching to maintain efficient call/chat durations.
⢠Average Speed of Answer (ASA): Ensure timely response to inbound queries.
⢠Abandon Rate: Reduce customer drop-offs through staffing and queue management.
⢠Rate of Answer: Maintain high service availability and responsiveness.
⢠First Response Time: Ensure timely initial responses across digital channels. Customer Experience Metrics ⢠NPS (Net Promoter Score): Improve customer loyalty and advocacy.
⢠QA Score: Maintain high quality standards through audits and coaching.
Workforce & People Metrics
⢠Attrition: Reduce employee turnover through a positive work environment.
⢠Shrinkage: Manage planned/unplanned shrinkage through effective scheduling.
4. Process Excellence & Continuous Improvement
⢠Build and refine SOPs, escalation paths, and workflow documentation.
⢠Identify systemic issues and collaborate with Product, Tech, and Operations.
⢠Implement automation and knowledge-base improvements.
⢠Leverage acumen to drive process improvements and provide inputs for automation initiatives.
Requirements
Required Skills & Qualifications
⢠4â8 years of experience in customer service operations, with 2+ years in a managerial role.
⢠Strong understanding of customer service metrics and quality frameworks.
⢠Excellent communication, coaching, and conflict-resolution skills.
⢠Ability to work with CRM, ticketing systems, and reporting tools.
⢠Analytical mindset with the ability to convert data into insights.
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