Manager- Customer Service

Location - Pune

Summary -
We are hiring a dynamic and experienced Customer Service Manager to lead our call center operations. This leadership role is ideal for professionals with a proven track record in managing large customer service teams, driving operational efficiency, and delivering top-tier customer experiences. If you thrive in a high-paced environment and have a passion for service excellence, we’d love to connect.

Your Future Employer -
Join a customer-first organization that values innovation, people leadership, and data-driven decision-making. Be part of a fast-growing team that strives to deliver exceptional customer service and operational success while creating a collaborative and rewarding work environment.

Responsibilities -

• Lead, mentor, and develop a team of supervisors and customer service agents.
• Oversee daily call center operations including scheduling, performance tracking, and workload balancing.
• Monitor KPIs such as CSAT, FCR, SLA, AHT, and agent utilization.
• Use analytics to enhance workflows and drive performance improvements.
• Handle escalations and ensure prompt resolution of customer issues.
• Collaborate with internal departments (IT, Sales, Product) for service excellence.
• Lead operational processes for insurance services including claims and policy administration.
• Ensure compliance with industry regulations and company policies.
• Drive process improvements and operational automation initiatives.
• Deliver reports and insights to senior management using tools like Power BI.

Requirements -

• Bachelor’s degree in any field.
• 7+ years of experience in customer service or contact center leadership.
• Strong knowledge of contact center tools (CRM, IVR, ACD, WFM).
• Excellent leadership, coaching, and people management skills.
• Strong communication, problem-solving, and organizational abilities.
• Familiarity with insurance processes and industry compliance.
• Proficiency in MS Office and insurance management software.
• Willingness to work in 24/7 rotational shifts.

What is in it for you –

• Opportunity to lead high-impact operations for a growing team.
• Work in a collaborative, innovative, and inclusive culture.
• Exposure to cross-functional leadership and strategic decision-making.
• Career growth opportunities within a fast-paced environment.
• Competitive compensation and benefits.

Reach us: If you think this role is aligned with your career, kindly write me an email along with your updated CV on megha.rajput@crescendogroup.in for a confidential discussion on the role.

Disclaimer: Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging, memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Note: We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated. Scammers can misuse Crescendo Global’s name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert!

Profile Keywords –
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