Reliance Retail - Operations Manager - Customer Support

Job Description: Operations Manager

Position Manager - Operations

Minimum Skills - Operations Management

- SLA Management

- Team Management

- Stakeholder Management

- Total Work Experience of about 7 years - 8 years

- Have dealt with internal and external Customers

Job Description

Responsibilities

Customer support team is responsible for managing customer experience. Team interacts with customers through various mediums like voice, non-voice, and social media at different touch points during the customer's journey.

Job Description

Responsibilities

- Should be able to manage SLA's with partner and review the performance on daily, weekly and monthly basis.

- Be a single point of contact for the partner for any operational issues/challenges on a day to day basis.

- Work on empowerment for call centre agents by recommending process /policy to be implemented at the contact centre to resolve customer issues at the first instances.

- Achieve superior business results through proper co-ordination with operations team at the partner location.

- Improve Customer Satisfaction through effective collaboration

- Very deep understanding of call centre tools, systems and processes especially CRM, ACD, CTI aspects

- Strong process orientation and knowledge

Note: Preferred candidates only from Bangalore Location