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.
Robust 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.
Strong 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 rapid-paced setting.
Proficiency in Microsoft Excel, PowerPoint, and reporting tools.

📌 Customer Operation Support Mumbai
🏢 MASTER MIND CONSULTANCY
📍 Mumbai