Service Manager

About the Company

ANRAKO Teleservices Private Limited is a global business process outsourcing and business support provider delivering technology-empowered services across diverse sectors. Their offerings include call center operations, inbound and outbound customer communications, technical and customer support, data management and processing, disaster recovery solutions, data storage, and outsourcing services aimed at enhancing business efficiency worldwide.

Job Overview

The role of Service Manager involves overseeing daily service operations to ensure exceptional service quality for clients. This position demands leadership in managing operational teams, achieving key performance indicators (KPIs), and maintaining client satisfaction through effective communication and problem resolution.

Primary Responsibilities

• Administer daily operational and service delivery activities.
• Lead, supervise, and inspire customer service and operational teams.
• Track team performance relative to established KPIs and service level agreements (SLAs).
• Maintain productivity, quality, and customer satisfaction targets.
• Oversee inbound and outbound call center operations.
• Address and manage customer and client escalations promptly.
• Ensure clear and consistent communication with clients regarding service requirements.
• Conduct team meetings and evaluate performance regularly.
• Manage attendance, productivity, quality assurance, and employee assessments.
• Collaborate with team leaders, quality assurance, human resources, training, and other departments.
• Compile daily, weekly, and monthly operation performance reports.
• Identify operational inefficiencies and implement corrective measures.
• Ensure compliance with company policies, processes, and quality standards.
• Facilitate recruitment, onboarding, training, and professional growth as needed.
• Guarantee sufficient staffing levels and smooth workflow management.
• Handle customer complaints ensuring timely resolution.
• Partner with technical and support teams to resolve service-related concerns.
• Maintain accurate documentation and operational records.
• Discover and apply opportunities to enhance service quality and operational productivity.
• Support business continuity management and service recovery during disruptions.
• Protect sensitive customer and corporate data in compliance with security protocols.
• Report significant operational issues to senior leadership.
• Assume full responsibility for service delivery quality and customer satisfaction.

Candidate Requirements

• Proficient English communication skills.
• Strong leadership capabilities and experience managing operational teams.
• Sound understanding of BPO and call center industry operations.
• Excellent client relationship and escalation management skills.
• Familiarity with KPIs, SLAs, and quality measurement tools.
• Proficient problem-solving and decision-making aptitude.
• Analytical skills with the ability to generate detailed operational reports.
• Ability to manage multiple teams and operational responsibilities simultaneously.
• Competent in MS Excel and Google Sheets.
• Highly organized with effective time management skills.
• Experience working with international clients.
• Comfortable managing operations during night shifts or international hours.