Process Manager Customer Service

Gratitude India Pvt Ltd; Mumbai; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Gratitude India Pvt Ltd in Mumbai seeks an experienced customer service leader to manage operations, drive team performance, and ensure KPI/SLA adherence while delivering consistent customer experiences.

The role focuses on escalating issues, process improvement, stakeholder management, and maintaining operational efficiency across the service function in a dynamic BPO environment.

Qualifications

• Seasoned customer service professional with 8–12 years in BPO operations and team handling.
• Experience managing KPIs and SLAs, escalation handling, and stakeholder relationships.
• Proven ability to drive process improvements and operational efficiency.

Responsibilities

• Manage customer service operations, team performance, and KPI/SLA adherence.
• Drive service quality and consistency of customer experience.
• Handle escalations and coordinate with stakeholders to improve processes and efficiency.

Skills

Team leadership

KPI & SLA management

Escalation handling

Stakeholder management

Process improvement

BPO operations

Job description

Manage customer service operations, team performance, KPIs and SLAs. Drive service quality, handle escalations, improve processes, manage stakeholders and ensure consistent customer experience and operational efficiency.

Required Candidate profile

Experienced customer service professional with 8–12 years in BPO operations, team handling, KPI/SLA management, escalation handling, stakeholder management and process improvement.