Senior Manager

1 month 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 MumbaiRequirementsEducation: Any Engineering GraduateExperience: 10 years and above (Should have relevant experience in managing operations, customer service preferred Telecom / Network background)Fluency in languages (English & Hindi mandatory)

Key responsibilitiesProcess Management and Improvement:Liaise with platform teams for process implementation & management of processes for frontline teamsIdentify process improvement opportunities & implement changes, to ensure all processes are easy for frontline consumption & also deliver superior customer experienceSupport new product, plan & services launch by implementing required processes in a timely mannerEnsure processes are updated in knowledge portals and disseminated to all frontline (voice/nonvoice) in a timely mannerReviews and enhances content for frontline teams to enable them to deliver superior customer experienceSR 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 timesHighlights any potential breach of SLAL1 validation of SRs (for applicable categories)Reject SR Analysis and 100% Close looping for all SRsRoot Cause Analysts to ensure process improvements across the SR lifecycleProvides the required reporting and analytical support to operationsIdentifies 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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