Senior Manager - Operations ( Customer Service)

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 SRs 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.

Time commitment

Minimum 9 hours per day

Eligibility

• Any Technical Grd is must
• Should have relevant exp in managing operations, customer service preferred Telecom / Network background
• Fluency in languages (English & Hindi mandatory)