Job Description

Position Overview

The Customer Success Manager is responsible for leading contact center operations to achieve operational excellence, service delivery targets, and client satisfaction. This role oversees team performance, quality assurance, training initiatives, stakeholder management, and operational compliance to ensure an exceptional customer experience.

The ideal candidate is a strong people leader with experience managing customer service operations, driving continuous improvement initiatives, and building high-performing teams within a fast-paced contact center environment.

Reporting Structure

• Reports to: Operations Manager / Contact Center Manager
• Direct Reports: Team Leaders and Customer Service Representatives
• Work Setup: Onsite

Key Responsibilities

Performance Management

• Drive achievement of service level targets including CSAT, AHT, and FCR metrics
• Implement coaching and performance improvement initiatives
• Identify opportunities to reduce customer effort and improve first-call resolution
• Monitor operational KPIs and ensure consistent service delivery

Quality Assurance

• Maintain audit quality standards through structured coaching and feedback
• Analyze quality trends and identify root causes of operational issues
• Implement corrective actions to reduce defects and improve process accuracy
• Ensure adherence to quality and compliance standards

Training & Development

• Design and implement training programs aligned with operational requirements
• Facilitate workshops and coaching sessions to strengthen employee capability
• Improve knowledge management and information-sharing practices
• Support continuous learning and employee development initiatives

Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders
• Conduct regular business reviews and operational meetings
• Provide performance updates, insights, and action plans
• Partner with stakeholders to drive operational improvements and customer satisfaction

Team Leadership

• Lead and engage teams to achieve performance objectives
• Monitor attendance, productivity, and employee engagement
• Drive retention and employee development initiatives
• Foster a positive and high-performance culture

Financial & Administrative Compliance

• Ensure adherence to operational budgets and financial guidelines
• Coordinate billing requirements and operational reporting
• Monitor timesheet accuracy, leave management, and workforce compliance
• Ensure operational processes align with company policies and standards

HR & Performance Reviews

• Conduct timely performance evaluations and probationary reviews
• Provide regular coaching and developmental feedback
• Support employee engagement and disciplinary processes when required
• Ensure compliance with HR policies and procedures

Key Performance Indicators

• Service Level Agreement (SLA) adherence
• Customer Satisfaction (CSAT)
• Average Handle Time (AHT)
• First Call Resolution (FCR)
• Audit and Quality Assurance scores
• Customer effort reduction
• Attendance and attrition management
• Training effectiveness and knowledge retention
• Stakeholder satisfaction scores
• Billing accuracy and operational compliance

Qualifications

• Proven experience managing contact center or customer service operations
• Strong leadership and stakeholder management skills
• Experience in performance management, coaching, and quality assurance
• Ability to analyze operational metrics and drive continuous improvement
• Strong communication, problem-solving, and organizational skills
• Experience in customer experience or BPO environments preferred

Success Profile

The successful candidate is:

• Results-driven and operationally focused
• Strong in people leadership and team development
• Analytical with a continuous improvement mindset
• Client-focused with excellent relationship management skills
• Able to thrive in a fast-paced and dynamic environment