Associate Manager - Operations (CS)
BengaluruFull-time3–5 yrsPosted 2 weeks ago
Mid-level operations role at Lokal App in Bengaluru. Needs 3–5 years.
About the role
We are looking for a strong Associate Manager - CS Ops to manage high-volume ticket resolution across chat, calls and email for AstroLokal. The role requires strong execution rigor, people management skills, and hands-on experience with ticketing tools.
What you'll do
- Lead a team handling 1,000+ user tickets per day across chat, call and email channels
- Ensure SLA adherence by monitoring real-time queue health across channels and proactively reallocating bandwidth
- Plan and publish weekly/monthly rosters, including weekend coverage, backups, and leave management, with channel-wise staffing (chat, calls, email)
- Conduct daily standups and shift handovers to ensure smooth cross-shift operations
- Track and improve agent-level performance: productivity, SLA, accuracy, and quality benchmarks
What you need
- Excel
- Team management
- Customer service
- Ticketing tools
- CRM
- Documentation