Deputy Manager - Customer Support (Call Center Operations) - Mumbai

The Deputy Manager (Call Center Operations) role based in Mumbai involves managing both the front end and backend teams of the call center operations. You will be responsible for implementing call center training, quality processes, and monitoring team performance metrics such as Service Level, AHT, NPS, and call quality. Your role will also entail overseeing end-to-end customer contact processes to enhance customer experience, working closely with CRM teams to improve upfront resolutions, and proposing automation solutions to enhance efficiency. Developing partnerships with internal and group teams to expedite issue resolutions and recommend product improvements will be a key aspect of your responsibilities. You should possess the ability to conduct qualitative and quantitative analysis to derive meaningful insights and ensure timely resolution of customer service tickets. The ideal candidate for this position should have experience in call center operations, team management, process management, CRM, and proficiency in MS Office tools such as Excel and PowerPoint. In return, we offer a positive and proactive work environment that encourages productivity and innovation. You will be part of a dynamic and evolving space where change is constant, and adaptability is essential. Our inclusive culture values diverse perspectives in decision-making processes. You will have the opportunity to learn cutting-edge concepts and innovations in an agile startup environment with a global reach. Additionally, you will have access to over 5000 training courses from renowned learning partners like Harvard, Coursera, and Udacity to support your professional growth and development. Salary Range: 9,00,000 - 10,50,000 per year. Join us in our commitment to building a diverse and inclusive workforce.,