Continuous Improvement Manager - Customer Service Company: Gratitude Inc Job Location: Mumbai, Maharashtra, India Employment Type: Full time Experience Required: 10 - 15 years Process Manager Service Center (HR &

- Customer Operations) Mumbai | Night Shifts | Up to 17 LPA | 1015 Years Experience Lead the heartbeat of our service delivery. As a Process Manager in our Service Center, youll own endtoend operations for a dedicated team that handles hightouch customer and HRrelated queries for native Englishspeaking employees of a global client. Youll shape the service experience, drive performance on calls, emails, and chats, and ensure your team combines empathy with accuracy in every interaction. This is a nightshift leadership role based in Mumbai, where your ability to manage client relationships, mentor team members, and streamline processes will directly fuel operational excellence and client satisfaction. If you have deep roots in customer service, understand HR data management, and thrive on managing people and processes in a fastpaced BPO environment, we want to talk.

Operational Leadership: Manage daily operations of a service center team handling phone, email, and chat interactionsensuring KPIs for quality, resolution, and turnaround are consistently met. Serve as the primary point of contact for the client, conducting business reviews, aligning on expectations, and proactively resolving escalations with a calm, solutionoriented approach. Team Management &

- Development: Lead, coach, and inspire a team of customer service professionals. Youll handle scheduling, performance appraisals, and skillbuilding, fostering a culture of ownership and continuous improvement.



HR Data &
- Query Handling: Oversee accurate processing of employee data management taskssuch as personal information updates, documentation, and HR system entrieswhile ensuring compliance and confidentiality. Quality &
- Communication: Uphold excellent English fluency (verbal and written) across the team, as you interact directly with native Englishspeaking employees.

Process Excellence: Identify bottlenecks, implement process improvements, and leverage tools like MS Outlook and Excel to track metrics and report on service delivery. Exposure to HR tools and call center technology will be put to good use. Shift &

- Schedule Management: Own nightshift operations (willingness to work permanently in night shifts is essential), including roster planning, leave management, and realtime queue management to meet service levels.

Experience: 1015 years in a customer service environment, with a minimum of 10 years directly handling endcustomer interactions. At least part of that experience should be as a process manager or team leader, managing client relationships and service delivery.

HR Operations Knowledge: Sound understanding of HR functions, particularly employee data managementyou know how to handle personal records, maintain accuracy, and ensure data privacy. Language &





- Empathy: Exceptional English communication skills (both written and spoken) with the ability to seamlessly interact with native Englishspeaking employees. A genuine empathic approach and a strong customerservice mindset are nonnegotiable. Demonstrated ability to manage, develop, and motivate teams in a BPO or contact center environment. Youve handled performance management, coaching, and conflict resolution.

Experience directly interfacing with clients as a process managerconducting reviews, managing expectations, and delivering on commitments. Tech &

- Tools: Proficient in MS Outlook and MS Excel; exposure to HR tools and multichannel contact center platforms (phone, email, chat) is essential.

Flexibility: Full commitment to working permanent night shifts from our Mumbai office. Bachelors degree required. Step into a leadership role that combines strategic client management with the human touch of customer and HR support.

Youll work with a global client, lead a talented team, and enjoy a competitive salary up to 17 LPA, along with performancedriven incentives and benefits. We invest in your growthoffering opportunities to expand into larger operational portfolios, crossfunctional projects, and leadership development programs. Your voice will shape process improvements, and your empathetic leadership will create a workplace where both employees and clients thrive.

Ready to lead a service center that makes a real impact We look forward to meeting a seasoned leader who can turn service into a strategic advantage. .

Industry

BPO / Call Center

📌 Continuous Improvement Manager - Customer Service (Mumbai)
🏢 Gratitude
📍 Mumbai