Assistant Manager CHC Operations

Licious; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Licious, Bengaluru-based meat and seafood company, is seeking an Operations Manager to lead day-to-day customer support across calls, chats, emails, and social media. You will ensure service levels, response times, resolution TAT, and high customer satisfaction while monitoring queues and workforce allocation.

You will lead a team of associates, conduct coaching, and drive adherence to SOPs, with collaboration across Operations, Logistics, Product, and Quality teams to resolve issues and

Qualifications

• 4-7 years of experience.
• Strong communication and interpersonal skills.
• Good understanding of customer service KPIs and operations management.
• Ability to manage escalations and high-pressure situations effectively.
• Proficiency in MS Excel, Google Sheets, and CRM tools.
• Strong analytical and problem-solving abilities.
• Leadership and team management skills.
• Bachelor’s degree in any discipline.

Responsibilities

• Manage day-to-day customer support operations across calls, chats, emails, and social media channels.
• Ensure achievement of service levels, response time, resolution TAT, and customer satisfaction metrics.
• Monitor queue management and workforce allocation to maintain operational efficiency.
• Handle critical customer escalations and ensure timely resolution.
• Lead, mentor, and support customer service associates/team leads.
• Conduct regular performance reviews, coaching sessions, and feedback discussions.
• Drive team engagement and accountability.
• Ensure adherence to SOPs, compliance, and quality standards.
• Identify process gaps and recommend improvements to enhance customer experience.
• Track recurring complaints and work on Root Cause Analysis and Corrective & Preventive Actions.
• Collaborate with internal stakeholders such as Operations, Logistics, Product, and Quality teams for issue resolution.
• Support implementation of new CX initiatives and process enhancements.
• Analyze operational metrics including CSAT, AHT, FCR, TAT, backlog, and escalation trends.
• Provide actionable insights to improve productivity and customer satisfaction.

Skills

Communication skills

Interpersonal skills

Customer service

Analytical thinking

Problem solving

Leadership

Team management

CRM tools

Education

Bachelor's degree

Tools

CRM tools

MS Excel

Google Sheets

Job description

We are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India’s most successful D2C food-tech brand operating in 20 cities across the country delighting over 32 lac customers with our de-licious fresh meat and seafood!

Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on…

What makes the role meaty?

Operations Management

• Manage day-to-day customer support operations across calls, chats, emails, and social media channels.
• Ensure achievement of service levels, response time, resolution TAT, and customer satisfaction metrics.
• Monitor queue management and workforce allocation to maintain operational efficiency.
• Handle critical customer escalations and ensure timely resolution.

Team Management

• Lead, mentor, and support customer service associates/team leads.
• Conduct regular performance reviews, coaching sessions, and feedback discussions.
• Drive team engagement and accountability.
• Ensure adherence to SOPs, compliance, and quality standards.

Process & Quality Improvement

• Identify process gaps and recommend improvements to enhance customer experience.
• Track recurring complaints and work on Root Cause Analysis and Corrective & Preventive Actions.
• Collaborate with internal stakeholders such as Operations, Logistics, Product, and Quality teams for issue resolution.
• Support implementation of new CX initiatives and process enhancements.
• Analyze operational metrics including CSAT, AHT, FCR, TAT, backlog, and escalation trends.
• Provide actionable insights to improve productivity and customer satisfaction.

We hope that you have....

• 4-7 years of experience
• Strong communication and interpersonal skills.
• Good understanding of customer service KPIs and operations management.
• Ability to manage escalations and high-pressure situations effectively.
• Proficiency in MS Excel, Google Sheets, and CRM tools.
• Strong analytical and problem-solving abilities.
• Leadership and team management skills.
• Bachelor’s degree in any discipline.
• Experience in e-commerce, food delivery, retail, or customer support operations.
• Prior experience in handling customer escalations and operational reporting.