Customer Service Operations Lead

Job Title : Senior Manager, Contact Center Operations – Customer Service

Location : Gurgaon, India

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Senior Manager, Contact Center Operations – Customer Service who can help us move even faster.

noon’s mission : Every door, every day.

What you'll do :

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

As Senior Manager – Customer Service (Frontline Operations), you will lead the end-to-end management of our frontline customer service operations across multiple channels — voice, chat, email, and social. You will be responsible for ensuring best-in-class service delivery, operational excellence, and customer satisfaction. This role calls for a customer-obsessed leader who can balance service quality, speed, and efficiency while inspiring large teams in a fast-paced e-commerce and quick-commerce environment.

Key Responsibilities :

1. Operational Excellence

• Lead daily operations for frontline CS teams (in-house and outsourced) to deliver exceptional customer experiences across Voice, chat, email and Social channels.
• Ensure SLAs like CSAT, FCR, AHT, contact rate reduction, abandon rate and quality metrics are consistently met across all languages and channels.
• Manage capacity planning, real-time performance, and workload distribution.
• Oversee escalated cases and ensure timely call-backs and resolutions to high-impact customer issues.
• Drive digital self-service adoption (IVR, FAQ bots, app flows) to reduce contact rate and improve first-contact resolution.
• Conduct root cause analysis on service failures, escalations, and SLA breaches.
• Provide assistance / guidance to team leads to ensure agreed service level targets are consistently achieved in a cost-effective manner.
• Work with Manager, TLs to ensure agents meet and exceed monthly and quarterly goals by effectively working with coaches and trainers to improve any training gaps.

2. Customer Experience & Process Improvement

3. Vendor & Partner Management

4. Governance & Reporting

5. People Leadership

Qualifications & Experience :

MBA or equivalent preferred.

Key Competencies :