Cs Manager

Lenskart is Hiring!!

Job Title: Customer Service Manager

Location: Vipul Square Tech,Golf Course Rd, DLF Phase 5, Sector 43, Gurugram, Haryana 122009

Experience: 5-8 Years
Employment Type: Full-Time
Industry: Customer Service

Job Summary

We are looking for an experienced and customer-focused Customer Service Manager to lead our customer support operations. The ideal candidate will be responsible for managing team performance, ensuring excellent customer experience, achieving operational targets, and driving continuous improvement across the customer service function.

Key Responsibilities

• Manage and lead a team of Customer Service Team Leaders and Customer Service Executives.
• Oversee day-to-day customer service operations and ensure smooth workflow.
• Monitor key performance metrics such as CSAT, AHT, FCR, SLA, Productivity, Quality, and Service Levels.
• Set performance targets and ensure achievement of business and operational KPIs.
• Conduct regular performance reviews, coaching sessions, and feedback discussions.
• Identify operational gaps and implement corrective and preventive action plans.
• Ensure adherence to company policies, processes, and quality standards.
• Handle escalated customer complaints and ensure timely and effective resolution.
• Work closely with Training, Quality, WFM, MIS, HR, and other support functions to improve overall performance.
• Analyze customer feedback and operational reports to identify trends and improvement opportunities.
• Drive initiatives to improve customer satisfaction, employee engagement, productivity, and process efficiency.
• Prepare and present regular performance reports and business updates to senior management.
• Ensure effective manpower utilization and coordination with WFM for staffing requirements.
• Promote a customer-first culture across the team.

Required Skills & Qualifications

• Bachelor's degree in any discipline.
• 5-8 years of experience in Customer Service, Contact Center, BPO, or Customer Operations.
• Minimum 2-3 years of experience in a managerial/people-management role.
• Strong understanding of contact center KPIs and customer service processes.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Good knowledge of MS Excel, reporting, and performance analysis.
• Ability to manage escalations and handle high-pressure situations.
• Strong stakeholder management and decision-making skills.
• Experience in process improvement and performance management will be an advantage.

Key Competencies

• Leadership & Team Management
• Customer Centricity
• Performance Management
• Operational Excellence
• Analytical & Problem-Solving Skills
• Escalation Management
• Stakeholder Management
• Communication & Presentation Skills
• Process Improvement

What We Offer

• Opportunity to lead and manage a dynamic customer service operation.
• Growth and career development opportunities.
• Performance-driven work culture.
• Competitive compensation and benefits.

If you are a customer-focused leader with strong operational and people-management skills, we would love to hear from you!

Kindly Share your CV on 9818763790

Urvashi Balhara

9818763790

Sr. HR Executive