Manager- Customer Connect hub

Job Summary

Designation: Manager - Customer Connect Hub - (Customer Care / Contact Centre). Education: B.E - Electrical / Electrical Electronics. Experience: 5 - 8 years. Location: Navi Mumbai.

This will be a hands-on Customer Care / Contact Centre role with additional shift supervisory responsibilities. The incumbent will actively handle customer calls, emails and technical / customer queries while also supporting the day-to-day coordination and smooth functioning of the assigned shift.

Key Responsibilities

• Handle and answer customer calls, emails and cases as part of regular Contact Centre operations.
• Handle complex / high-level customer queries and provide first-level technical support within the defined scope.
• Monitor call and email queues and ensure appropriate coverage to support service levels.
• Coordinate agent schedules, breaks, availability and workload during the assigned shift.
• Provide floor support and act as the first point of escalation for agents.
• Support agents in handling complex customer or technical queries.
• Actively take calls and handle emails during peak volumes, escalations, absenteeism or manpower shortages.
• Monitor pending cases, ageing, follow-ups and effective shift handovers.
• Ensure adherence to defined SOPs, quality standards and escalation processes.
• Escalate matters requiring specialist or higher-level intervention to the appropriate team.
• Prepare and maintain operational reports, dashboards and shift-level MIS as required.
• Working Arrangement: Technical Contact Centre environment with a team of 25+ agents.
• 6 working days per week with 1 rotational weekly off, based on the applicable roster. Sunday working may be required as per the Contact Centre roster, with the weekly off scheduled on another day.
• Rotational shifts, including 8:00 AM-5:00 PM and 11:30 AM-8:30 PM, depending on business requirements.
• Shift schedules, working hours and weekly offs will be managed as per Contact Centre requirements, applicable company policies and statutory requirements.
• The selected candidate should be comfortable working in a hands-on Customer Care / Contact Centre role with additional shift supervisory responsibilities, including queue management, agent coordination, schedule and break management, first-level escalation support, operational reporting and direct customer handling as required.
• This role requires active participation in Customer Care operations along with responsibility for supporting the smooth functioning of the assigned shift.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.