Job Title

Role Summary- Senior Manager – Customer Care is responsible for leading customer care operations, elevating service quality, and driving a customer-centric culture. This role blends strategic vision with hands-on operational involvement to ensure superior customer satisfaction, efficient service delivery, and continuous process innovation. In addition to leadership duties, the Senior Manager will actively support day-to-day customer care activities, collaborating directly with agents across channels when needed.Key Responsibilities- Strategic Leadership Develop and execute customer care strategies aligned with business goals. Define service vision, SLAs, and long-term roadmap. Champion customer experience transformation and industry-best practices. Team Management Lead, mentor, and develop customer care teams with a strong performance culture. Build SOPs and ensure adherence to service standards and QC processes. Oversee workforce planning, scheduling, and capability development. Operations & Escalation Management Oversee daily operations to ensure high-quality, efficient service delivery. Serve as the highest escalation point and drive root cause analysis. Collaborate with cross-functional teams (Sales, Product, Tech, Ops) for seamless customer journeys and resolution. Participate directly in daily agent activities, including attending customer queries across channels when required. Performance Analytics Track KPIs such as CSAT, NPS, FRT, AHT, and SLA adherence. Provide insights and reports to leadership to guide business decisions. Lead QA audits, productivity tracking, and continuous monitoring of service metrics. Process Improvement & Innovation Drive continuous improvement initiatives and process optimization. Implement modern service technologies (CRM, omnichannel tools, AI/chatbots). Improve self-service capabilities and reduce operational costs while enhancing service quality. Customer Relationship Management Strengthen customer relationships to boost loyalty, retention, and lifetime value. Develop customer advocacy and engagement programs. Track customer feedback and implement service enhancements.Experience & Technical Skills- Proven leadership in customer service or contact center management. Expertise in CRM platforms (Kapture, Exotel, customer listening tools). Strong command of IVR, omnichannel systems, workforce management, MS Office, and analytics tools. Retail industry experience preferred.Core Competencies- Strong leadership, coaching, and change-management capabilities. Excellent communication and stakeholder management skills. Analytical mindset with data-driven decision-making. High customer empathy and commitment to service excellence. Resilience, adaptability, agility and ability to manage multiple priorities.Key Performance Indicators- Customer Satisfaction:CSAT, NPS Operational Efficiency:FRT, AHT, SLA adherence Team Performance:Productivity, training completion, employee satisfaction Financial Impact:Cost per contact, budget adherence Quality Assurance:QA scores, complaint resolution, escalation rate Innovation:Tech adoption, process improvements implemented