Manage end to end service delivery operations for Mobility Service

Manage various voice-based customer accounts for target customer clusters

Be responsible for managing client relationship on a day-to-day basis through available communication channels

Keep management updated on a daily/weekly basis on the developments and progress of the assigned accounts

Actively participate in Process Engineering and Re-engineering activities

Manage a designated team of associates in Coimbatore & Bangalore locations

Responsible for achievement of productivity targets (Daily /Weekly/ Monthly/ Quarterly/ Yearly) of multiple customer support teams

Responsible for ensuring expected quality standards for ALL deliverables

Facilitate a congenial and cohesive TEAM environment and ensure the team is always motivated

Track individual effort/output and provide feedback wherever necessary to the team towards constant improvement

Develop tools for efficient production

Responsible for Business expansion along with technology upgrade for the Mobility Service

Qualification: 12-15 years of overall experience with minimum of 10 years in shared service/ services BPO industry (preferably with Technical Support or Customer Care processes) in Team manager or Senior Team lead roles

Experience in IT, IT Hardware, Telecom or BFSI domain-based support programs

Should have wise knowledge in the telephony platform and TRAI regualtions

Ability to manage operational staff working to tight timelines while maintaining quality

High standard of personal integrity (Dependability to handle extremely confidential information in a professional manner)High level of Customer Focus, Accountability, High degree of ownership

Adaptable and able to handle multiple demands (Ability to multi-task)

Strong Knowledge in customer care or Technical Support processes

Strong analytical, logical reasoning skills

Exceptional organizational skills

Excellent Verbal & Written communications skills in English and Hindi