Customer Service Manager

Aditya Birla Insulators; Jaipur; On-site; INR 420,000 - 700,000; Full time

Job summary

Aditya Birla Insulators in Jaipur seeks an experienced Contact Center Operations Manager to lead a high-performance customer service team. You will drive SLA compliance, handle escalations, and ensure quality service across inbound and outbound activities.

In this role you will coordinate sales assist efforts, onboard leads, and guide upsell opportunities while maintaining strong customer relationships. The position emphasizes MIS monitoring, process improvements, and staff development.

Responsibilities

• Oversee contact center operations: answer enquiries, service queries and manage escalations.
• Coordinate sales assist activities: onboard leads, explain processes, convert leads to customers.
• Manage MIS & Reporting: track dashboards, analyze customer queries, share updates.
• Lead and develop the customer service team: set performance metrics and arrange trainings.

Job description

Key Result Areas

4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4 7 key result areas) Maximum 10 KRAs can be updated

Key Result Areas (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

Contact center operations

• Inbound duties include answering to product enquiries and accepting and servicing incoming queries, requests & complaints
• Outbound duties include welcome calling to all new customers and other types of engagement and servicing outcall
• Monitor SLAs and quality measurements regularly, and refine SOPs for service agents accordingly
• Ensure customer requests/queries/complaints are effectively managed by Service agents without impacting the SLA, TATs or customer satisfaction
• Manage escalations received from team members, and facilitate quick resolution
• Highlight process deviations as shared by customers with relevant internal stakeholders for ensuring process compliance in their respective teams
• Carry out data analysis to derive insights for ensuring process optimization
• Organize trainings for team members to update them with information around new products, regulatory changes, etc.

Sales assist & business generating operations

• Ensure sales assist out call is done to all leads received through various marketing and business development activities
• Ensure customer is taken through the onboarding journey with complete explanation and clarity on the process & requirements
• Aim to successfully convert maximum number of leads to customers and pass the same to sales teams
• Perform cross selling and upselling calling to existing customers

MIS & Reporting

• Ensure compliance of all processes with regulatory guidelines and ABFSG standards
• Track and analyze MIS dashboard related to customer queries, complaints, SLA and TAT achievement, and draw insights from the same
• Share updates on operational issues with Section Head Service Delivery

Team Management

• Build a strong, efficient and motivated team of customer service agents for the contact center
• Ensure the team is up to date on the latest product offerings across the different business verticals in order to respond to customer requests
• Define performance metrics and standards as per the prescribed SLAs, quality parameters and TATs
• Provide guidance and support to team members on an ongoing basis, and recommend trainings for the team