Lead – Care Operations
Jio
10 - 12 years
Mumbai
Posted: 14/03/2026
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Job Description
Reliance Jio is hiring for Lead Care Operations in Navi Mumbai location.
Requirement:
Education: B.Tech/B.E. or MBA (preferable)
Experience: 10-12 years
Job Description:
- Lead end-to-end contact centre operations across voice and digital channels.
- Drive service excellence for Enterprise SMB customers across call, chat, email and social.
- Define and execute contact centre strategy aligned with business goals.
- Manage workforce planning, forecasting, and real-time SLA adherence.
- Optimize dialer management and call routing for maximum productivity.
- Lead digital transformation including automation and omnichannel adoption.
- Drive improvements in FCR,NPS, CSAT and overall service quality.
- Ensure regulatory compliance with TRAI, DND and operational guidelines.
- Partner with IT to enhance CRM, IVR journeys and analytics platforms.
- Build strong governance, risk mitigation and operational continuity.
- Enable continuous coaching, feedback and performance management.
- Support revenue initiatives through scalable and efficient care operations.
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