About us 

GRG India is a leading provider of end-to-end loyalty management services in India. Our business provides solutions to engage, motivate and Reward people. We offer a mix of both SAAS products and bespoke solutions to help our clients engage and incentivize their employees, customers, and channel partners. Our clients include some of India’s top brands across BFSI, FMCG, Construction, IT, Agro Chemicals, and Automotive industries.   

Some examples of our products are : 

• Buzzz – a comprehensive Reward and social recognition product for employee engagement that helps drive performance and innovation at the workplace. It is designed to empower business, from accelerating employee engagement to helping appreciate good work and motivating employees to deliver on business objectives. 
• My Incentives – Gamified incentive platform to drive performance for sales teams and channel partners.  
• My Supercheques - Dynamic and scalable Reward platform designed to incentivize and recognize in real-time by issuing digital e-codes. This can be used for promotions and as a quick and easy Reward for Employees and Channel as well. Employees can turn their e-codes into digital or physical gift card Rewards.  

This role reports to 

Senior Operations Manager  

3 best things about the job 

• Learn how to effectively communicate, make decisions, think independently, and expand your understanding of empathy. 
• Develop a “peoples-first” attitude. 
• Actively identify process improvements and development opportunities to ensure Performance Excellence 

Key purpose of the role 

Major 

• Responsible for managing and ensuring the quality of outsourced call center services. 
• Own and Manage all effective communications to customers 
• Conduct regular quality assessments and performance evaluations to maintain high standards. 
• Lead and manage the internal customer service team to achieve performance goals. 
• Provide guidance, trainings and conduct performance assessments for teams. 
• Identify gaps in existing process and implement efficient customer service process through innovative methods and tech automation. 
• Efficiently delegate responsibilities within the customer service team. 
• Monitor task progress to ensure adherence to defined service level agreements (SLAs). 
• Training and Development of Customer Service Team and Call Center Agents 
• Manage vendor relationships, particularly with outsourced call center providers. 

Subordinate 

• Stay updated on products and programs and train the team to efficiently handle customer issues. 
• Collaborate with internal stakeholders and partners to resolve escalated customer complaints. 
• Consistantly improve customer service processes to deliver service excellence. 
• Analyze service performance data, take action, and report results to the organization. 
• Measure and enhance overall customer experience levels. 
• Manage standard processes, analyze workflows, and suggest improvements for efficiency. 
• Onboard and train new support team members. 

What will you need 

• Minimum 2 years of experience as a customer service manager 
• Expert in customer service software like Zoho or similar 
• Strong written and oral communication skills  
• Experience in managing email help desk and call centre teams 
• Experience using MS office applications