Call Centre Manager

3 days ago

Mumbai, Maharashtra, India Reliance Retail Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Company Overview

Tira Beauty (Reliance Retail) is inspired by the Goddess Rati, who symbolizes love, passion and beauty. The name Tira recognizes your inner superpower that makes you feel beautiful on the inside and out. It celebrates the unique spirit that makes you truly you.

We understand that beauty means different things to different people, and that it can change from day to day and mood to mood. Tira celebrates that feeling.

At Tira, we curate the best global and homegrown beauty brands and inspire you to explore and express your every idea of beauty.

We are here to be your companion in this journey For every day, every mood, every you.

Job Overview

Based at BKC, this role is responsible to lead our customer service operations in Mumbai. This full-time role requires strategic oversight of call center functions, ensuring service excellence, operational efficiency, and superior customer experiences aligned with Reliance Retail's core values.

Qualifications and Skills

  • Customer Centricity: Demonstrated ability to prioritize and enhance customer satisfaction in all decisions and processes, consistently placing customer needs at the center.
  • Team Leadership & Development: Proven experience in managing, mentoring, and developing large customer service teams to exceed performance targets and improve engagement.
  • Stakeholder management: Effective collaboration with cross-functional teams, internal and external stakeholders, and vendor partners to align operational goals and drive results.
  • Customer Escalation Management: Strong background in resolving escalated customer issues efficiently while maintaining professionalism and brand reputation.
  • Creative Problem Solving: Ability to identify operational challenges, analyze root causes, and implement process improvements for optimized service delivery.
  • Microsoft Office: Proficient in Excel, PowerPoint, and Word for reporting, analysis, presentations, and day-to-day team management functions.
  • Excellent communication skills: Able to convey complex information clearly to both customers and teams, ensuring alignment and understanding.
  • Data-driven decision making: Ability to interpret metrics and KPIs, using insights to motivate teams and improve operational effectiveness consistently.

Roles and Responsibilities

  • To inspire and develop call centre teams to deliver best-in-class customer service across all touchpoints while achieving performance metrics.
  • To monitor daily operations, ensuring adherence to quality standards, compliance guidelines, and process SLAs for optimal efficiency.
  • To design and implement strategies to improve customer satisfaction, reduce call wait times, and enhance issue resolution quality.
  • To manage complex customer escalations, ensuring prompt and effective resolution while upholding brand values and reputation.
  • To collaborate with multiple business stakeholders to align call center initiatives with broader organizational goals and priorities.
  • To conduct regular training needs assessments and skill development programs for staff to elevate team capabilities and service standards.
  • To analyze data, prepare performance reports, and present actionable insights to leadership for informed business decisions and continuous process improvement.
  • To implement new technologies and best practices to drive operational excellence and support the omni-channel strategy of Reliance Retail.

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