- Oversee the customer support function and ensure timely resolution of escalated issues.
- Identify recurring problems and propose long-term solutions.
- Work closely with cross-functional teams (Operations, Quality, IT, Product) to improve end-to-end customer journeys.
- Develop and implement customer experience improvement plans.
- Track and enhance customer satisfaction metrics (CSAT, NPS, FCR).
- Lead the creation, automation, and delivery of daily/weekly/monthly performance reports.
- Analyze data to identify service gaps, trends, and insights.
- Provide actionable recommendations to senior management based on reporting outcomes.
- Maintain dashboards (Power BI / Tableau / Excel) and ensure data accuracy and consistency.
Bachelor’s degree in Business Administration, MIS, Communications, or relevant field.4–7 years of experience in Customer Service, Reporting, or Operations.At least 2 years in a supervisory or managerial role.Strong reporting and analytical skills (Excel, Power BI, Tableau).Strong understanding of customer service KPIs and operational processes. Excellent communication and stakeholder-management skills.Strong problem-solving, decision-making, and conflict-resolution capabilities.Ability to work under pressure and manage multiple priorities.High attention to detail and strong organizational skills.