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Customer Experience Management Lead

1 week ago

Pune, Maharashtra, India EXL IT service management Full time
About Our Team

At EXL IT service management, we pride ourselves on delivering exceptional customer service to our clients. Our team is dedicated to providing timely and effective solutions to meet the evolving needs of our customers.

We are looking for a talented Senior Customer Service Operations Manager to join our team and help us drive continued success. If you are passionate about delivering outstanding customer experiences and have a proven track record of leadership and operational excellence, we encourage you to apply.

In this role, you will be responsible for leading a team of customer service representatives and developing strategies to improve service quality and efficiency. You will work closely with cross-functional teams to analyze call center data and identify areas for improvement.

As Senior Customer Service Operations Manager, you will play a critical role in shaping the future of our customer service operations. We offer a dynamic and challenging work environment, opportunities for professional growth and development, and a competitive compensation package.

About the Job Description

This job description provides an overview of the key responsibilities and requirements for the Senior Customer Service Operations Manager role at EXL IT service management. Key responsibilities include:

  • Leading a team of customer service representatives to achieve excellent service levels and quality targets;
  • Developing and implementing customer service policies and procedures to ensure consistency and excellence;
  • Analyzing call center data to identify trends and areas for improvement;
  • Working with cross-functional teams to develop and implement process improvements;
  • Maintaining accurate records and reports to track performance and progress;

The ideal candidate will have a strong background in customer service operations and excellent leadership skills. We encourage applicants who are passionate about delivering outstanding customer experiences to apply for this exciting opportunity.