Role & responsibilities

- Lead and supervise a team of BPO executives handling customer queries, complaints, and service requests.

- Manage and monitor CRM software for customer data, lead tracking, complaint management, and follow-ups.

- Ensure accurate data entry, timely updates, and proper maintenance of customer records in the CRM system.

- Track customer requests and ensure timely resolution within defined service-level agreements (SLAs).

- Monitor team performance, productivity, quality, attendance, and customer satisfaction.

- Prepare daily, weekly, and monthly MIS reports related to calls, tickets, pending cases, and team performance.

- Coordinate with internal departments to resolve customer issues and streamline operational processes.

- Identify process gaps and suggest improvements in CRM workflows and customer service operations.

- Train team members on CRM usage, standard operating procedures, and customer handling.





- Escalate critical customer issues and ensure proper documentation and closure.

- Ensure compliance with company policies, data confidentiality, and service quality standards.

Preferred candidate profile

- 7- 10 years of experience in BPO, customer service, CRM operations, or a similar role.

- At least 3-5 years of experience in team handling or team supervision.

- Hands-on experience with CRM software such .

- Valuable knowledge of MS Excel, MIS reporting, data analysis, and reporting dashboards.

- Strong communication, problem-solving, coordination, and leadership skills.

- Ability to manage multiple tasks, monitor team performance, and meet deadlines.

- Experience in complaint management, ticketing systems, and customer follow-up processes will be preferred.

📌 Crm Manager (Gurugram)
🏢 Vatika Hotels
📍 Gurugram