Lead Customer Service Operation

2 months ago

Navi Mumbai, India Reliance Retail Full time
  • Contact Center Operations Management: - Oversee the daily operations of the contact center, ensuring smooth and efficient functioning. - Develop and implement contact center policies, procedures, and guidelines to optimize performance and ensure compliance with quality standards. - Monitor key performance indicators (KPIs) and metrics to evaluate contact center performance.
  • Evaluate current process hygiene of customer support function in Home Delivery as well Grab and Go & presenting to management for further improvements.
  • Determines required tooling and instrumentation.
  • Perform quality audit for both sources to understand checks, gaps & scope of improvement.
  • Provides quality planning and technical expertise on various product lines concerning quality and inspection methods.
  • Provide audit and inspection support as required by the auditor and continuous internal audit of the process and procedures.
  • Data Analysis in order to reduce work TAT & help to improve customer satisfaction.
  • Design and implement continuous improvement in the process, in order to reduce cost and time of resolution of customer complaints.
  • Liaise with the central resq team to share best practices and ensure alignment in customer policies
  • Oversee execution of HR policies relevant for their team including hiring decisions and performance management..
  • Provide perspectives on how to improve customer service across all Electronics teams.
  • Identify the training requirement & plan the required training support for the employees.
  • Monitoring Productivity of Customer Service operation team and suggest to improve the productivity of the function.

  • Lead Customer Service Operation

    4 weeks ago

    Navi Mumbai, India Reliance Retail Full time

    Contact Center Operations Management: - Oversee the daily operations of the contact center, ensuring smooth and efficient functioning. - Develop and implement contact center policies, procedures, and guidelines to optimize performance and ensure compliance with quality standards. - Monitor key performance indicators (KPIs) and metrics to evaluate contact...

  • Lead Customer Service Operation

    2 months ago

    navi mumbai, India Reliance Retail Full time

    Contact Center Operations Management: - Oversee the daily operations of the contact center, ensuring smooth and efficient functioning. - Develop and implement contact center policies, procedures, and guidelines to optimize performance and ensure compliance with quality standards. - Monitor key performance indicators (KPIs) and metrics to evaluate contact...

  • Lead Customer Service Operation

    2 months ago

    Navi Mumbai, India Reliance Retail Full time

    Contact Center Operations Management: - Oversee the daily operations of the contact center, ensuring smooth and efficient functioning. - Develop and implement contact center policies, procedures, and guidelines to optimize performance and ensure compliance with quality standards. - Monitor key performance indicators (KPIs) and metrics to evaluate contact...

  • Lead Customer Service Operation

    2 months ago

    Navi Mumbai, India Reliance Retail Full time

    Contact Center Operations Management: - Oversee the daily operations of the contact center, ensuring smooth and efficient functioning. - Develop and implement contact center policies, procedures, and guidelines to optimize performance and ensure compliance with quality standards. - Monitor key performance indicators (KPIs) and metrics to evaluate contact...

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  • Service Management –Operation Command Center Lead

    2 weeks ago

    Navi Mumbai, India Jio Full time

    Company OverviewJio is the driving force behind India's top telecom operator, serving 400M+ customers. They offer a range of digital apps and services for B2C and B2B clients, with cutting-edge 5G solutions and cloud-native technologies. Headquarters in Navi Mumbai, Maharashtra, belonging to the Media & Telecommunications sector.Job OverviewLead the Service...

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