Senior Manager
5 days ago
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:
- Liaise with platform teams for process implementation & management of processes for frontline teams
- Identify process improvement opportunities & implement changes, to ensure all processes are easy for frontline consumption & also deliver superior customer experience
- Support new product, plan & services launch by implementing required processes in a timely manner
- Ensure processes are updated in knowledge portals and disseminated to all frontline (voice/nonvoice) in a timely manner
- Reviews and enhances content for frontline teams to enable them to deliver superior customer experience
SR Management:
- Provides real-time support within their area of expertise to coordinate troubleshooting to resolve SRs raised within the Jio Contact Centres (Voice & Non-Voice)
- Coordinates with business support departments (provide update and feedback) to ensure timely resolution of SR’s at all times
- Highlights any potential breach of SLA
- L1 validation of SRs (for applicable categories)
- Reject SR Analysis and 100% Close looping for all SRs
- Root Cause Analysts to ensure process improvements across the SR lifecycle
- Provides the required reporting and analytical support to operations
- 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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