Deputy Manager / Assistant Manager – Customer Care

Location

Telangana

Role Overview

We are currently seeking a Deputy Manager for Enterprise Operations. This high-impact role requires a blend of operational execution and strategic technical vision to manage the Enterprise Call Centre, drive customer experience strategy for B2B clients, and oversee the CRM development roadmap.

Key Responsibilities

Call Centre & Service Delivery Management

• Operations Leadership: Oversee daily operations of the Enterprise support desk to ensure all SLAs and TATs are consistently met.
• Quality Assurance: Implement robust QA frameworks to maintain professional communication standards for Enterprise clients.
• Workforce Management: Manage staffing, shift planning, and specialized training for the Enterprise Support team.
• Omnichannel Optimization: Ensure seamless integration between CRM, telephony, email, and chat tools for a unified customer view.

Customer Experience (CX) Strategy

• Journey Mapping: Map the end-to-end enterprise lifecycle to identify and resolve friction points from onboarding to renewal.
• Voice of Customer (VoC): Manage NPS and CSAT programs, using feedback to drive continuous service improvements.
• Escalation Management: Act as the strategic lead for resolving high-level service failures within the enterprise segment.

CRM & Data Management

• Roadmap Management: Serve as the Product Owner for the CRM.
• System Integration: Lead the customization of CRM workflows to support complex account hierarchies and tiered support levels.
• Predictive Insights: Utilize CRM data to develop account health scores and proactively identify at-risk clients.
• Reporting: Create executive dashboards to track CX metrics, system adoption, and Customer Lifetime Value (CLV).