Website:
staffanchor.com
Job details:
Location: Thane (On-site)
Employment Type: Full-time
Language Requirement: English, Hindi, Marathi
Hiring Partner: StaffAnchor Talent Solutions (for a client organization)
Job Overview
We are looking for an experienced Customer Service Manager to lead and oversee a customer service function handling both voice and messaging-based service requests. This role involves managing team leads and associates, driving operational excellence, handling critical escalations, and ensuring high-quality customer experience delivery.
Key Responsibilities
- Lead, supervise, and mentor Customer Service Team Leads and Associates
- Oversee daily operations and ensure team performance aligns with defined service metrics
- Handle high-level customer escalations related to accounts, payments, and service issues
- Conduct regular performance reviews, team meetings, and leadership check-ins
- Ensure adherence to response time, resolution time, and service quality benchmarks
- Manage workforce planning including attendance, shift scheduling, and capacity planning
- Monitor and audit customer interactions for accuracy, empathy, and compliance
- Analyze performance data and prepare reports with actionable insights
- Drive process improvements and collaborate with cross-functional teams
- Ensure strict adherence to company policies, SOPs, and data privacy standards
Required Qualifications
- 4–9 years of experience in customer service operations
- Minimum 2–3 years of experience in a team lead or managerial role
- Strong leadership, communication, and stakeholder management skills
- Fluency in Marathi (mandatory), along with English and Hindi
- Proven experience in handling escalations and conflict resolution
- Working knowledge of Excel or Google Sheets
Preferred Qualifications
- Experience in consumer-facing or internet-based companies
- Familiarity with CRM or ticketing tools such as Freshdesk, Zendesk, or similar platforms
- Experience managing multiple teams or large team sizes
Key Performance Indicators (KPIs)
- Customer satisfaction (CSAT) and experience metrics
- SLA adherence (response and resolution timelines)
- Escalation resolution effectiveness
- Quality audit scores
- Team productivity, engagement, and attrition
Work Details
- On-site role based in Thane
- 5 working days per week
- Saturday and Sunday are working days
- Weekly offs will be rotational
Click on Apply to know more.