Posted Date: 09 Sep 2026

Function/Business Area: Customer Service

Location: Navi Mumbai

Job Responsibilities

1. Oversee CNOC operations daily to ensure timely and quality resolution of service requests.
2. Monitor team performance against KPIs and identify improvement areas.
3. Collaborate with resolver groups to expedite complex complaint resolution.
4. Provide accurate reports and insights to the CNOC Manager for decision making.
5. Identify process improvements to increase first call resolution rates.
6. Ensure daily closure of service requests with robust customer communication.
7. Conduct regular performance reviews and provide guidance for skill development.
8. Manage shift schedules and ensure team adherence to rostered timings and activities.
9. Ensure the team is up to date with product, system, process, and policy knowledge.
10. Liaise with stakeholders to drive operational excellence and resolve issues.
11.



Train and coach team members to improve problem-solving and customer experience skills.
12. Identify, escalate, and resolve service-level breaches in collaboration with management.

Education Requirement Graduate

Experience Requirement 2 to 5 years

Skills & Competencies

1. Strong leadership and team management skills
2. Excellent cross-functional collaboration abilities
3. Advanced analytical skills (Tableau, MS Office, Excel)
4. Robust problem-solving skills
5. Deep understanding of customer service operations and telecom industry knowledge
6. Strong verbal and written communication skills
7. Experience in training and mentoring teams
8. Ability to manage multiple work priorities

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Location Map: Navi Mumbai

📌 Team Leader CNOC ( 87019418 ) (India)
🏢 Reliance Jio Infocomm
📍 India