Customer Service Manager

Role & responsibilities

• Manage day-to-day inbound call center operations to ensure smooth service delivery.
• Monitor call center performance against agreed SLAs, KPIs, and quality standards.
• Handle customer escalations and ensure timely resolution of issues.
• Coordinate with third-party vendors to ensure operational efficiency and service excellence.
• Track vendor performance, conduct regular reviews, and drive improvement initiatives.
• Ensure compliance with company policies, contractual obligations, and regulatory requirements.
• Prepare and analyze MIS reports, productivity metrics, and performance dashboards.
• Collaborate with internal stakeholders to address operational challenges and improve customer experience.
• Optimize workforce planning, resource utilization, and process efficiency.
• Support cost management and continuous improvement initiatives across call center operations and vendor partnerships.

Job Requirements :

• 3-5 years of experience in a similar role within the telecom/ISP industry.
• Strong knowledge of inbound process management principles and practices.
• Excellent communication skills with ability to handle multiple conversations simultaneously while maintaining accuracy and attention to detail.