Process Manager (Service Center)
MumbaiFull-time10–15 yrsPosted 2 weeks ago
Leadership operations role at Gratitude in Mumbai. Needs 10–15 years and a degree.
About the role
We are looking for an experienced Process Manager – Service Center to manage customer service operations, lead teams, and ensure high-quality service delivery. The ideal candidate should have strong customer service experience, an understanding of HR functions such as employee data management, and proven expertise in client handling and team management.
What you'll do
- Manage day-to-day service center operations and ensure smooth process delivery
- Lead, coach, and manage teams to achieve operational targets and service-level agreements (SLAs)
- Handle client relationships, stakeholder communication, escalations, and periodic performance reviews
- Ensure effective resolution of employee queries through phone, email, and chat channels
- Oversee HR-related support functions, including employee data management and related employee service processes
What you need
- Customer service
- Team management
- Excel
- Problem solving