Customer Support Associate

Manpowergroup Services India; Faridabad District, Gurugram District; Hybrid; INR 300,000 - 600,000; Full time

Job summary

ManpowerGroup Services India in Faridabad is seeking a Professional (Lead) - Operations to manage client SLAs and drive performance in a dynamic BPO setting. You will lead the team, handle escalation of customer queries, and ensure high-quality service delivery.

The role requires strong communication, the ability to work under pressure, and data-driven reporting to senior management. 0–1 year of experience in BPO operations is preferred, with opportunities for growth into senior operations roles.

Qualifications

• Good communication skills in fluent English.
• Ability to work under pressure.
• Analytics capability to interpret data.
• Judgment and decision-making skills.

Responsibilities

• Meeting all agreed client SLAs and performance parameters.
• Provide support to the team as first line of escalation for customer queries to ensure exceptional service.
• Foster the development of the team.
• Identify areas of concern and under performance and take corrective measures.
• Ensure quality reporting and collaborate with the Operations Manager to build measurement and reward systems based on data.
• Periodically interact with middle and senior management of client companies.

Skills

Good communication

Work under pressure

Analytics

Judgment & decision making

Education

College Graduate or equivalent (10+2+3)

Job description

Your Role and Responsibilities:

As Professional (Lead) -Operations, you are responsible for client SLA & performance parameters. You should be flexible to work in shifts. If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.

Responsibilities

• Responsible for meeting all agreed to client SLA's and performance parameters
• Provide support to the team by acting as the first line of escalation for customer related queries in order to provide exceptional customer service
• Directly responsible for fostering the development of the team
• Identify areas of concern and under performance and take corrective measures
• Ensure quality reporting and work with the Operations Manager to build a highly effective measurement and reward systems based on data
• Periodically interact with the middle and senior management of client companies

Eligibility :

• College Graduates or Equivalent (10+2+3) (Liberal Arts in Commerce or Life Sciences preferred)
• 0-1 Yrs Work Experience in BPO Operations

Required Expertise:

• Good Communication Skills with fluency
• Ability to work under pressure situations
• Analytics Skill
• Judgment and Decision making skill