• To drive customer service excellence through reporting, analytics, and performance insights.
Responsibilities
Core Responsibilities
o Own and manage the end-to-end reporting for the Customer Service team, ensuring accuracy, timely, and insightful performance reporting.
o Drive continuous improvement through advanced analytics SLA reporting at TCHFL level, Overall NPS Management, Detractor analysis, and data-driven insights to enhance customer experience and operational effectiveness
o Prepare and deliver executive and board-level reports, presenting key trends, insights, risks, and performance highlights.
o Design, develop, and maintain operational dashboards, scorecards, and KPI trackers to monitor service performance and business outcomes.
o Lead Data Lake dashboard automation initiatives to improve reporting efficiency, data accuracy, scalability, and reduce manual effort.
o Partner with cross-functional teams to define reporting requirements, ensure data governance, and support strategic decision-making.
Customer communication repository management.
Job Qualifications
Graduate : Yes Masters/Postgraduate: Yes
📌 Manager - MIS Reporting and Process Management - Housing - CRM - Mumbai - Lodha (I-Think Techno Camp (Thane)
🏢 Important Company of the Sector
📍 Thane
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