ANRAKO Teleservices is a global outsourcing and business support company providing technology-driven services across various industries. The company provides:

- Call Center Services
- Inbound & Outbound Calling
- Customer Support
- Technical Support
- Data Management
- Data Processing
- Disaster Recovery
- Data Storage Solutions
- Business Outsourcing Services

ANRAKO serves businesses globally with a focus on efficient service delivery and customer support.

Job Summary

We are looking for an experienced Service Manager to manage day-to-day service operations and ensure high-quality service delivery for our clients.

The candidate will be responsible for:

- Managing service delivery and daily operations
- Leading and motivating operations teams
- Monitoring team performance and productivity
- Maintaining service quality and customer satisfaction
- Managing client requirements and escalations
- Achieving KPIs and SLAs
- Coordinating with internal departments
- Preparing operational reports
- Identifying operational issues and implementing solutions
- Key ResponsibilitiesManage day-to-day service delivery and operational activities.
- Lead, supervise, and motivate customer service and operations teams.
- Monitor team performance against defined KPIs and SLAs.
- Ensure achievement of productivity, quality, service-level, and customer satisfaction targets.
- Monitor inbound and outbound calling operations.
- Handle customer and client escalations effectively.
- Maintain strong communication with clients and understand their service requirements.
- Conduct regular team meetings and performance reviews.
- Track attendance, productivity, quality,



and employee performance.
- Coordinate with Team Leaders, Quality, HR, Training, and other departments.
- Prepare daily, weekly, and monthly operational performance reports.
- Identify process gaps and take corrective action.
- Ensure employees follow company policies, processes, and quality standards.
- Support recruitment, onboarding, training, and employee development when required.
- Ensure adequate staffing and smooth workflow across the process.
- Monitor customer complaints and ensure timely resolution.
- Work with technical/support teams to resolve service-related issues.
- Maintain proper operational documentation and records.
- Identify opportunities to improve service quality and operational efficiency.
- Support business continuity and service recovery during operational issues.
- Ensure customer and business data is handled securely.
- Report major operational issues to senior management.
- Take ownership of overall service delivery and client satisfaction.
- Required SkillsExcellent English communication skills.
- Strong leadership and team-management skills.
- Good knowledge of BPO and call-center operations.
- Strong client-handling and escalation-management skills.
- Good understanding of KPIs, SLAs, and quality metrics.
- Strong problem-solving and decision-making abilities.
- Good analytical and reporting skills.
- Ability to manage multiple teams and responsibilities.
- Good knowledge of MS Excel and Google Sheets.
- Strong organizational and time-management skills.
- Ability to work with international clients.
- Comfortable working in an international/night-shift workplace.

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📌 Service Manager (Noida)
🏢 Anrako Teleservices Private
📍 Noida