Jio | 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:

  • 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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