Posted Date: 30 Sep 2026

Function/Business Area: Customer Service

Location: Mumbai

Job Responsibilities

1. Responsible for design of WFMS & MIS for workforce management and reporting of contact center operations.
2. Daily report generation on workforce productivity and key performance metrics, contact centre quality metrics, effectiveness of IVR.
3. Workforce planning and deployment for contact centre operations pan-India, Workforce management across all centres as per forecasting and scheduling teams.
4. Define quality metrics to be monitored for contact centre operations. Manage quality operations for quality monitoring (managing teams for conducting activities such as call barging for audits, etc.) and reporting, pan-India. Incorporate customer feedback for overall quality monitoring, adherence to customer SLAs.
5. Overall owner of the IVR system at the contact center level, coordinating closely with the business owner, IVR design and updates for most efficient customer experience.
6. Manage execution of IVR configuration for new products, handle addition of new nodes and options,



and maintain updated information of products/services and customer information.
7. Setting up of processes for service request resolution.
8. Manage all operations (through SR team) for addressing all service requests raised by assisted care agents & customers.
9. Monitor number of service requests raised and resolution rate.
10. Feedback on initiatives to increase the number of FTRs and reduce number of service requests.

Ensure accurate and timely closure of service requests.

Education Requirement

- MBA or Equivalent

Experience Requirement

- Minimum 12 Years - Maximum 18 Years

Skills & Competencies

1. Team Management & Functional Coordination Exposure to user access controls for training needs.
2. Worked on LMS tools.
3. Robust verbal communication.
4. Should have adequate exposure in Functional Training.

Please update your profile and upload resume to apply.

Forgot Password

Location Map: Mumbai

📌 Lead Assisted Care ( 87172599 ) (India)
🏢 Reliance Jio Infocomm
📍 India