Assistant Manager - Customer Service Operations

This role focuses on managing and optimizing customer service operations to ensure exceptional customer experiences. The Assistant Manager will lead a team, monitor performance, and implement strategies to improve efficiency and customer satisfaction.

Key Responsibilities:

Oversee daily customer service operations and ensure adherence to service level agreements.
Manage and motivate a team of customer service representatives.
Monitor key performance indicators (KPIs) and identify areas for improvement.
Develop and implement strategies to enhance customer satisfaction and loyalty.
Handle escalated customer issues and resolve them effectively.
Collaborate with other departments to ensure seamless service delivery.
Contribute to the development and implementation of customer service policies and procedures.

Requirements/Qualifications:

Proven experience in customer service operations management.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to analyze data and identify trends.
Problem-solving and decision-making abilities.
Proficiency in customer service software and tools.
Experience in a fast-paced, dynamic environment.

About the Company: Tata Communications is a global leader in connectivity solutions. The company provides advanced communication and collaboration services to businesses worldwide, enabling them to connect, communicate, and collaborate more effectively.