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 IMMEDIATE JOINER CAN ONLY APPLY 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.