Service Manager West

5 - 10 Years

Job Description

Major Deliverables
  • To enhance Customer Services in terms of QRC for non-relationship logos with pre-defined service matrix. Customer complaint Index reduction (CCI)
  • Mean Time Taken to Resolve (MTTR) improvmeent
  • Service Level Adherence (SLA - for WLS) enhancement
  • REPEAT Complaint reduction
  • Promotion of iManage Adoption

Essential Attributes
  • Open dockets Review
  • Previous day Repeat analysis
  • Customer update on carry forwad case
  • Level1 Escalations
  • Follow up with respective teams for open case's
  • High Revenue/Key Customer Visits
  • Out of SLA case's review for RCA
  • Service improvement plans
  • Internal Reports & Analysis based on KPIs
  • High Utilization / No Alarm / Customer end issue
  • SLT Escalations & RCA/Follow-ups
  • Customer visits (as & when required)
  • Interlock with different teams for service level improvements
  • Monthly review with respective Corss fuctional team for improvement plan
  • Internlock with Business Team


Desired Candidate Profile

Please refer to the Job description above


UG:B.Tech/B.E. - Any Specialization

PG:MBA/PGDM - Any Specialization

Company Profile

HR Ace

HR Ace is a proprietorship firm founded and headed by Gurpreet Jaggi. We believe in the value of exceptional talent in the delivering transformative results for our clients. We strive to build long-term relationships with our candidates and clients

We focus on comprehensive selection, placement, and training of high quality talent at various levels ranging from mid to senior level management across multiple industries. Our team comprises of experienced recruitment and training professionals with in-depth knowledge of various sectors.
View Contact Details+

Contact Company:HR Ace

Reference Id:HRACE-19-066


Not Disclosed by Recruiter



Functional Area

ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category



Operations Manager

Employment Type

Full Time, Permanent