Manager, Customer Care - Kitchen

About the role

As a Customer Care Manager, you will actively manage a team of agents for the Kitchen campaign. You are responsible for the productivity and the well-being of the members of the Customer Care Team in our Chennai, India office and will act as a Subject Matter Expert for Operations.

What you'll do

• Manage, coach, and develop a team of Customer Care Specialists while monitoring attendance, schedule adherence, productivity, and overall performance
• Provide regular coaching, feedback, and performance development through Quality Assurance reviews, One-on-One sessions
• Train and develop team members on product functionality, customer handling skills, troubleshooting techniques, compliance expectations, and new product releases
• Foster an engaging and collaborative team environment by maintaining open communication, encouraging feedback, and supporting career development
• Monitor team performance across key operational metrics including CSAT, Quality, Productivity, SLA attainment, Resolution Time, and Schedule Adherence

What you need

• 12–22 yrs of experience
• Customer service
• CRM
• Customer success
• Escalation handling
• POS
• Compensation and benefits
• Any graduate

Good to have

• Data privacy
• Performance management
• Six Sigma
• SOP writing
• Employee engagement
• Kaizen