Senior Manager

1 week ago


Navi Mumbai, India Jio Full time

Reliance Jio is inviting applications from suitable candidates to join us as Sr. Manager - Operations (Customer Service), Ghansoli Navi Mumbai

Requirements

Education: Any Engineering Graduate

Experience: 10 years and above (Should have relevant experience in managing operations, customer service preferred Telecom / Network background)

Fluency in languages (English & Hindi mandatory)


Key responsibilities

Process Management and Improvement:

  1. Liaise with platform teams for process implementation & management of processes for frontline teams
  2. Identify process improvement opportunities & implement changes, to ensure all processes are easy for frontline consumption & also deliver superior customer experience
  3. Support new product, plan & services launch by implementing required processes in a timely manner
  4. Ensure processes are updated in knowledge portals and disseminated to all frontline (voice/nonvoice) in a timely manner
  5. Reviews and enhances content for frontline teams to enable them to deliver superior customer experience

SR Management:

  1. Provides real-time support within their area of expertise to coordinate troubleshooting to resolve SRs raised within the Jio Contact Centres (Voice & Non-Voice)
  2. Coordinates with business support departments (provide update and feedback) to ensure timely resolution of SR’s at all times
  3. Highlights any potential breach of SLA
  4. L1 validation of SRs (for applicable categories)
  5. Reject SR Analysis and 100% Close looping for all SRs
  6. Root Cause Analysts to ensure process improvements across the SR lifecycle
  7. Provides the required reporting and analytical support to operations
  8. Identifies opportunities for further development within the Assisted Care systems and processes to enhance customer experience by increasing FTR, reducing calls/chats/emails etc.


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