Customer Happiness Manager

About this role

Circles.Life is looking for a Customer Happiness Manager who can independently manage Customer Service operations across In House Teams and the BPO partners. To be successful, you need to have a 'we-mindset' ready to work on cross-functional and collaborative projects which are geared toward operational excellence and innovation.

What you’ll do

• Responsible for managing end to end CH operations (as Operations and Vendor Manager).
• Ownership of daily/weekly/monthly performance delivery of all partner teams.
• Working with in‑house and Partner teams to ensure all deliverables are met on various metrics like CSAT, Quality, SLAs, and efficiency related metrics.
• Managing Key KPIs such as CSAT (FTD and MTD), AHT, FCR%, Productivity and Solve rate% and involvement in NPS management.
• Check attendance for IH and BPO partners both for agent levels and Team Leads including ensuring the backup arrangement for any a...