Job Title : Customer Operation Support
Experience : 7 to 12 Years
Location : Mumbai
Roles & Responsibilities
- Manage day-to-day contact center operations to ensure seamless service delivery.
- Drive customer experience by achieving service quality, SLA, and customer satisfaction targets.
- Monitor team performance, analyze operational metrics, and implement improvement plans.
- Handle customer escalations and ensure timely issue resolution with a focus on first-contact resolution.
- Prepare MIS reports, dashboards, and performance reviews to support business decisions.
- Collaborate with cross-functional teams to improve processes and enhance operational efficiency.
- Identify process gaps and implement continuous improvement initiatives.
- Ensure compliance with operational policies, quality standards, and service guidelines.
- Coach and support team members to improve productivity and service excellence.
- Drive operational excellence through performance management and customer-focused initiatives.
Requisites
- Bachelor//'s degree in Business Administration, Management, or a related field.
- Strong experience in Customer Operations or Contact Center Operations.
- Expertise in SLA management, CSAT, quality assurance, and customer service.
- Experience in team leadership, performance management, and stakeholder coordination.
- Proficiency in MIS reporting, dashboards, and data analysis.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication, leadership, and interpersonal skills.
- Knowledge of process improvement and operational best practices.
- Ability to manage escalations and perform effectively in a fast-paced environment.
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
