CS InCenter Manager - Goa

Job description

**What you'll be doing -** - Monitor and manage escalation tickets aiming for a 90% resolution SLA for tickets exceeding 2 days. - Reduce invalid complaints by improving validation feedback loops to operations, contributing to a decrease in "fake/invalid CCFs". - Oversee shipment aging, targeting 80% of open shipments (FWD/RT) to be cleared within 2 days, 90% within 3 days, and zero outstanding beyond 10 days. - Ensure pre-dispatch appointment adherence, aiming for 98% compliance with complete documentation. - Achieve 100% closure for missing documented items within 24 hours of identification. - Reduce non-CCF open cases at the center level by 30% - Willingness to travel and oversee nearby centers during stress/ sale periods **What We're Looking For:** - Proven experience in operations, logistics, or client services, preferably within a role focused on process improvement and client satisfaction. - Strong analytical skills with the ability to interpret data and identify areas for improvement. - Excellent communication and interpersonal skills, capable of collaborating effectively with internal teams (operations, customer service, business development) and external clients. - A proactive and problem-solving mindset, with a keen eye for detail. - Ability to manage multiple priorities in a fast-paced environment. - What you'll be doing -relevant software and tools for tracking and reporting.