Service Coordinator

Durga Group; Siliguri; On-site; INR 400,000 - 700,000; Full time

Job summary

Durga Group is seeking a dedicated operations manager for its customer service division in India. The role focuses on managing day-to-day operations, driving process improvements across cross-functional teams, and delivering data-driven insights to leadership.

The candidate will develop Excel-based dashboards to monitor KPIs such as first call resolution and handling times, while ensuring adherence to company policies and regulatory requirements.

Responsibilities

• Manage day-to-day operations of customer service team, ensuring efficient processing of customer requests and issues resolution.
• Collaborate with cross-functional teams to identify areas for process improvement and implement changes to increase efficiency.
• Develop and maintain reports using Excel to track key performance indicators (KPIs) such as first call resolution rate, average handling time, etc.
• Provide analytical support to senior management by analyzing data trends, identifying root causes of problems, and recommending solutions.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Job description

Roles and Responsibilities

• Manage day-to-day operations of customer service team, ensuring efficient processing of customer requests and issues resolution.
• Collaborate with cross-functional teams to identify areas for process improvement and implement changes to increase efficiency.
• Develop and maintain reports using Excel to track key performance indicators (KPIs) such as first call resolution rate, average handling time, etc.
• Provide analytical support to senior management by analyzing data trends, identifying root causes of problems, and recommending solutions.
• Ensure compliance with company policies, procedures, and regulatory requirements.