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ESOC Ops Manager ( 85369281 )

  • Posted Date

    25 Mar 2026

  • Function/Business Area

    Customer Service

  • Location

    Mumbai

  • Job Responsibilities

    1. Plan and manage agent roster
    2. Ensure agent training and handling of audit and certification
    3. Manage escalations and network operations center / field assurance
    interlock
    4. Monitor service levels on network uptime
    5. Carry out self care logic and activation percentage
    6. Drive self care service request percentage contribution
    7. Govern first time repair at self care channels
    8. Observe repeat service requests and provide one-time solutions
    9.Drive transaction net promoter score for customer handling

  • Education Requirement

    MBA (Preferred);
    Graduation

  • Experience Requirement

    5 - 10 years

  • Skills & Competencies

    1. Team management skills
    2. Stake holder management skills
    3. Communication skills
    4. Customer orientation
    5. Result orientation

  • Location Map : Mumbai