Job Title : Customer Operation Support Experience : 7 to 12 Years Location : Mumbai Roles & Responsibilities - Manage day-to-day contact center operations to ensure seamless service delivery. - Drive customer experience by achieving service quality, SLA, and customer satisfaction targets. - Monitor team performance, analyze operational metrics, and implement improvement plans. - Handle customer escalations and ensure timely issue resolution with a focus on first-contact resolution. - Prepare MIS reports, dashboards, and performance reviews to support business decisions. - Collaborate with cross-functional teams to improve processes and enhance operational efficiency. - Identify process gaps and implement continuous improvement initiatives. - Ensure compliance with operational policies, quality standards, and service guidelines. - Coach and support team members to improve productivity and service excellence.



- Drive operational excellence through performance management and customer-focused initiatives. Requisites - Bachelor//'s degree in Business Administration, Management, or a related field. - Robust experience in Customer Operations or Contact Center Operations. - Expertise in SLA management, CSAT, quality assurance, and customer service. - Experience in team leadership, performance management, and stakeholder coordination. - Proficiency in MIS reporting, dashboards, and data analysis. - Strong analytical, problem-solving, and decision-making skills. - Excellent communication, leadership, and interpersonal skills. - Knowledge of process improvement and operational best practices. - Ability to manage escalations and perform effectively in a fast-paced environment. - Proficiency in Microsoft Excel, PowerPoint, and reporting tools.

📌 Customer Operation Support (Mumbai)
🏢 MASTER MIND CONSULTANCY
📍 Mumbai