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 AssociatesOversee daily operations and ensure team performance aligns with defined service metricsHandle high-level customer escalations related to accounts, payments, and service issuesConduct regular performance reviews, team meetings, and leadership check-insEnsure adherence to response time, resolution time, and service quality benchmarksManage workforce planning including attendance, shift scheduling, and capacity planningMonitor and audit customer interactions for accuracy, empathy, and complianceAnalyze performance data and prepare reports with actionable insightsDrive process improvements and collaborate with cross-functional teamsEnsure strict adherence to company policies, SOPs, and data privacy standardsRequired Qualifications
4-9 years of experience in customer service operationsMinimum 2-3 years of experience in a team lead or managerial roleStrong leadership, communication, and stakeholder management skillsFluency in Marathi (mandatory), along with English and HindiProven experience in handling escalations and conflict resolutionWorking knowledge of Excel or Google SheetsPreferred Qualifications
Experience in consumer-facing or internet-based companiesFamiliarity with CRM or ticketing tools such as Freshdesk, Zendesk, or similar platformsExperience managing multiple teams or large team sizesKey Performance Indicators (KPIs)
Customer satisfaction (CSAT) and experience metricsSLA adherence (response and resolution timelines)Escalation resolution effectivenessQuality audit scoresTeam productivity, engagement, and attritionWork Details
On-site role based in Thane5 working days per weekSaturday and Sunday are working daysWeekly offs will be rotational