Manager, Customer Success at Reliance HMO

We are looking to hire a Manager, Customer Success to lead our frontline support team and ensure consistent, high-quality service delivery across all customer channels. You will oversee day-to-day operations of the call centre, drive performance, manage quality, and improve internal processes to deliver an excellent support experience. This role involves close collaboration with cross-functional teams to align service operations with company goals and ensure the team consistently meets its SLAs.

As a Manager of Customer Success, you will:

• Manage daily call centre operations and ensure frontline teams are equipped to meet service delivery goals
• Oversee staffing, scheduling, and shift planning to maintain adequate coverage across all support channels
• Track, analyze, and report on key performance metrics such as SLA, CSAT, FCR, and contact ratio
• Use data insights to identify trends, root causes, and areas of improvement in support delivery
• Implement processes and tools to improve agent productivity and streamline operations
• Conduct regular quality assurance reviews and drive continuous coaching for agents and supervisors
• Ensure compliance with standard operating procedures and escalation protocols
• Collaborate with Product, Claims, Provider and other teams to resolve service bottlenecks and customer pain points
• Support the onboarding, training, and performance development of new hires and existing team members
• Maintain a high standard of communication within the team, ensuring updates and feedback loops are consistent
• Lead or support cross-functional projects aimed at improving customer service

Requirements

• 7+ years of experience in customer support or operations, with at least 3 years in a managerial role
• Proven track record of leading high-performing customer support or call centre teams
• Strong understanding of support operations, including SLAs, CSAT, FCR, and contact management across multiple channels
• Experience with support tools and systems such as Zoho or similar platforms
• Excellent communication, leadership, and problem-solving skills
• Ability to work cross-functionally and drive process improvements
• Data-driven mindset with experience using metrics and reporting to inform decisions
• Comfortable working in a fast-paced and dynamic environment