Job Title : Customer Operation Support

Experience : 7 to 12 Years

Location : Mumbai

Roles & Responsibilities

- Manage day-to-day contact center operations to ensure seamless service delivery.

- Drive customer experience by achieving service quality, SLA, and customer satisfaction targets.

- Monitor team performance, analyze operational metrics, and implement improvement plans.

- Handle customer escalations and ensure timely issue resolution with a focus on first-contact resolution.

- Prepare MIS reports, dashboards, and performance reviews to support business decisions.

- Collaborate with cross-functional teams to improve processes and enhance operational efficiency.

- Identify process gaps and implement continuous improvement initiatives.

- Ensure compliance with operational policies, quality standards, and service guidelines.

- Coach and support team members to improve productivity and service excellence.





- Drive operational excellence through performance management and customer-focused initiatives.

Requisites
- Bachelor//'s degree in Business Administration, Management, or a related field.

- Strong experience in Customer Operations or Contact Center Operations.

- Expertise in SLA management, CSAT, quality assurance, and customer service.

- Experience in team leadership, performance management, and stakeholder coordination.

- Proficiency in MIS reporting, dashboards, and data analysis.

- Solid analytical, problem-solving, and decision-making skills.

- Excellent communication, leadership, and interpersonal skills.

- Knowledge of process improvement and operational best practices.

- Ability to manage escalations and perform effectively in a fast-paced environment.

- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.

📌 Customer Operation Support (India)
🏢 MASTER MIND CONSULTANCY
📍 India