Handelnine - Customer Service Manager

Job description
As an Operations Manager, you will play a pivotal role in driving operational efficiency, improving team performance, and ensuring service excellence across customer support functions. This role requires a strategic thinker with hands-on experience in operations and a passion for delivering high-quality customer service outcomes.Key responsibilities for the operations manager role in Fusion CX in Mumbai:
- Lead and manage day-to-day operations for customer support teams
- Drive performance improvement initiatives to meet and exceed SLAs, KPIs,
- Collaborate with cross-functional teams including product, technology, logistics, and marketing to streamline workflows and boost team productivity
- Lead or participate in project planning, execution, and implementation of operational improvements related to e-commerce support, automation, and scalability
- Monitor team metrics and implement coaching strategies to support team development
- Ensure compliance with internal processes and quality standards
- Identify process gaps and lead initiatives to improve service delivery, reduce cost, and enhance customer satisfaction
- Manage timelines, resources, and communication for operational projects with multiple stakeholders
- Drive a culture of accountability, continuous improvement, and operational excellence
- Report performance insights and project outcomes to senior leadership and stakeholders