Role & responsibilities
- Manage day-to-day inbound call center operations to ensure smooth service delivery.
- Monitor call center performance against agreed SLAs, KPIs, and quality standards.
- Handle customer escalations and ensure timely resolution of issues.
- Coordinate with third-party vendors to ensure operational efficiency and service excellence.
- Track vendor performance, conduct regular reviews, and drive improvement initiatives.
- Ensure compliance with company policies, contractual obligations, and regulatory requirements.
- Prepare and analyze MIS reports, productivity metrics, and performance dashboards.
- Collaborate with internal stakeholders to address operational challenges and improve customer experience.




- Optimize workforce planning, resource utilization, and process efficiency.
- Support cost management and continuous improvement initiatives across call center operations and vendor partnerships.

Job Requirements :
- 3-5 years of experience in a similar role within the telecom/ISP industry.
- Robust knowledge of inbound process management principles and practices.
- Excellent communication skills with ability to handle multiple conversations simultaneously while maintaining accuracy and attention to detail.

📌 Customer Service Manager (Baleshwar)
🏢 TATA AIG General Insurance Company
📍 Baleshwar