CSR Manager

Position: CSR Manager

Company Name: Rhysley Private Limited

Location: Remote

Working Days: 6 Days (Rotational)

Working Time: Rotational 9 Hour Shift (between 6 pm 12 pm IST)}

Remuneration up to: 12 LPA

Experience in Team Handling: 10 to 15years

Work From Home & Night Shift experience required

Should be open for split shift

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Job Overview

We are looking for a highly motivated and experienced CSR Manager to oversee BPO operations, manage a team of agents, and ensure excellent service delivery. The ideal candidate should have strong leadership skills, the ability to analyze data, and a focus on team performance and process improvement.

Key Responsibilities

Team Management & Leadership
• Lead and motivate a team of customer support representatives to achieve performance targets.
• Conduct regular team meetings and one‑on‑one sessions for feedback and development.
• Monitor and manage team morale, engagement, and productivity.

Performance Monitoring & Reporting
• Track and analyze key performance indicators (KPIs) such as Shrinkage, SLA, and Attrition to maintain optimal team performance.
• Develop and maintain manual dashboards for performance tracking.
• Ensure adherence to company guidelines and SOPs.

Process & SOP Management
• Create and implement Standard Operating Procedures (SOPs) to streamline workflow and improve efficiency.
• Ensure adherence to compliance, quality standards, and operational best practices.

Workforce & Roster Management
• Design and manage team rosters to ensure proper coverage and workload balance.
• Optimize workforce scheduling to meet business demands.

Training & Development
• Conduct regular training sessions to improve team skills and knowledge.
• Identify areas for improvement and implement coaching programs.

Communication & Collaboration
• Act as a point of escalation for customer issues and ensure prompt resolution.
• Coordinate with management and stakeholders to enhance process efficiency.
• Maintain excellent communication skills while handling internal and external interactions.

Requirements

Experience: Previous experience as a CSR Manager in a BPO is preferred.

Skills: Strong analytical, leadership, and team‑handling skills.

Communication: Excellent verbal and written communication skills.

Tech Savvy: Proficiency in managing dashboards, reporting, and data analysis tools.

Problem‑Solving: Ability to handle escalations and implement effective solutions.

Flexibility: Willingness to work in shifts as per business requirements.