Job Overview

We are seeking a Junior Service Quality Manager/Operations Manager for our Mumbai office. This is a full-time role that requires a dynamic individual to oversee the quality of service delivery and manage operational processes. The ideal candidate will be responsible for ensuring excellence in customer service and operational efficiency.

Qualifications and Skills

• Customer Service (Mandatory skill) - Demonstrated ability to handle customer queries and enhance customer satisfaction through effective service delivery.
• Problem Solving (Mandatory skill) - Proficient in identifying issues and implementing innovative solutions to drive continuous improvement.
• Communication (Mandatory skill) - Strong verbal and written communication skills to convey information clearly and effectively.
• Time Management - Ability to prioritize tasks effectively to meet deadlines and optimize productivity.
• Attention to Detail - Meticulous approach to tasks to ensure accuracy and quality in all aspects of work.
• Empathy - Ability to understand and share the feelings of others, enhancing relationship-building.
• Conflict Resolution - Skilled in resolving disputes and fostering positive communication among team members.
• Patience - Ability to remain calm and composed in challenging situations to provide effective solutions.

Roles and Responsibilities

• Monitor and evaluate service quality across operations to ensure customer satisfaction and adherence to company standards.
• Develop and implement operational procedures to enhance efficiency and streamline processes.
• Collaborate with cross-functional teams to address service and operational challenges effectively.
• Analyze customer feedback to identify areas for improvement and implement appropriate corrective actions.
• Lead training sessions to enhance the skills and capabilities of team members in service delivery and operations.
• Ensure compliance with industry regulations and company policies to maintain operational integrity.
• Prepare and present reports on service quality metrics and operational performance to senior management.
• Act as a point of contact for escalated customer issues and resolve them in a timely manner.