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Symbiosis Management Consultants
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Senior Manager- Customer Service- Healthcare/Telecom/BFSI - Delhi NCR

Senior Manager- Customer Service- Healthcare/Telecom/BFSI - Delhi NCR

Symbiosis Management Consultants

15 - 24 years

18 - 25 Lacs

Gurugram

Posted:1 month ago| Platform:

Apply

Skills Required

Customer Experience Management Customer Issues Artificial Intelligence Vendor Management Customer Service Management Team Leadership NPS Freshdesk Automation Tools cx operations Communication Skills Zendesk CSAT CRM Salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

Interested candidates can apply and share the resumes at

Key Responsibilities:

BPO Vendor Management

Own daily operations with outsourced service providers
Ensure SLA/KPI adherence, efficiency, and governance (QBRs, escalations)
Drive contracts, compliance, and vendor transitions

Customer Advocacy & Resolution

Champion voice-of-customer in strategic decisions
Improve CSAT, NPS, FCR through feedback loops and data analytics
Lead root cause initiatives to resolve service friction

AI & Digital Enablement

Support AI initiatives like chatbots, predictive analytics, and intelligent QA
Collaborate with Tech/Product teams for digital-first CX rollouts
Enable automation and tech-driven service innovations

Leadership & Transformation

Lead internal ops team and vendor leaders
Implement scalable, documented, standardized processes
Serve as a change agent, driving operational excellence through Lean, Six Sigma, and agile practices.

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