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Customer Service Operations Manager
2 weeks ago
Location- Mumbai (Chandivali)
We are seeking an experienced and dynamic professional for the position of Manager for our customer service Process. The ideal candidate should have a minimum of 12 years of relevant experience in BPS Voice/Non Voice processes. This role requires strong leadership and team management skills, along with a solid understanding of voice/non voice processes in the customer service domain
Key Responsibilities
- Lead and manage a team for Voice and Non voice, ensuring operational excellence and adherence to quality standards.
- Oversee day-to-day operations, client relationship management, issue resolution, and process optimization.
- Utilize extensive experience in Financial Technology BPS Voice and Non voice processes to enhance team performance.
- Collaborate with cross-functional teams to drive process improvements and meet client expectations.
- Ensure effective communication within the team and foster a collaborative work environment.
- Prepare and present for weekly/monthly reviews with internal and external stakeholders
Qualifications and Skills:
- Minimum 12 years of relevant experience in BPS customer processes – Voice Call Center
- Graduation.
- Multi Geo experience preferred
- Strong team management and excellent communication skills.
- Comfortable working in Mumbai Chandivali.
- Strong stakeholder management skills
- Understanding of Stock Market is preferred.
- Comfortable working in rotational 14/7 shifts and offs
- Preferred BFSI customer service experience
- Pref PNL exposure
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