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

• 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.