Customer Operation Support

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

• Bachelors 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.

Required Skills:

CXCustomer SupportCustomer OperationsContact Center OperationsCSAT