Lead Assisted Care ( 87172599 )

30 Sep 2026

Customer Service

Mumbai

1.Responsible for design of WFMS & MIS for workforce management and
reporting of contact, center operations.
2.Daily report generation on workforce productivity and key
performance,metrics, contact centre quality metrics, effectiveness of
IVR.
3.Workforce planning and deployment for contact centre operations pan-
India, Workforce management across all centres as per forecasting and,
scheduling teams
4.Define quality metrics to be monitored for contact centre operations,
Manage quality operations for quality monitoring (managing teams
for,conducting
activities as call barging for audits, etc) and reporting, pan-India,
Incorporate customer feedback for overall quality monitoring, adherence,
to customer SLAs, 5.Overall owner of the IVR system at the contact
center level,coordinating closely with the business owner, IVR design
and updates for most efficient customer experience,
6.Manage execution of IVR configuration for new products, handle
addition, of new nodes and options,and maintain updated information
of,products/services and customer information,
7.Setting up of processes for service request resolution
8. Manage all operations (through SR team) for addressing all
service,requests raised by assisted care agents & customers,
9. Monitor number of service requests raised and resolution rate,
10. Feedback on initiatives to increase the number of FTRs and reduce
number, of service requests,
Ensure accurate and timely closure of service requests

MBA or Equivalent

Minimum 12 Years - Maximum 18 Years

1. Team Management & Functional Coordination Exposure to user access
controls for training needs
2. Worked on LMS tools
3. Strong verbal communication
4. Should have adequate exposure in Functional Training