Customer Care Manager

35,000 - 80,000 /month

Nishav Solutions India Private Limited

City Center, Gwalior

5 - 6+ years Experience in Customer Support / TeleCaller

2 Openings

Full Time

Skills Required

International Calling

Job Highlights

Industry Type: Software & IT Services

Graduate and above

All genders

6 days working | Rotational Shift

Job Benefits: PF

Job Description

Job Description: Call Center Process & Quality Manager

Role Summary

The Call Center Process & Quality Manager is responsible for building and maintaining operational documentation, checklists, and procedures for the hotel operations call center. This role ensures that all agents follow standardized processes while handling guest requests, hotel operations tasks, and support cases. The position will monitor adherence to procedures, maintain documentation, and continuously improve operational efficiency.

Key Responsibilities

Process Documentation

• Create and maintain Standard Operating Procedures (SOPs) for call center operations.

• Document workflows for guest check-ins, reservations, guest complaints, payment processing, kiosk troubleshooting, PMS operations, escalation procedures, and operational tasks.

• Ensure documentation is clear, structured, and easy for agents to follow.

Checklist Development

• Develop daily, weekly, and monthly operational checklists.

• Create structured checklists for agent shift start procedures, system health checks, kiosk monitoring, reservation queue monitoring, check-in verification, payment verification, and guest request handling.

Process Monitoring

• Monitor whether agents are following defined processes and checklists.

• Conduct periodic call reviews and operational reviews.

• Identify operational gaps and compliance issues.

• Report findings to management and recommend improvements.

Quality Assurance

• Ensure guest interactions meet company service standards.

• Review call recordings and chat transcripts.

• Provide feedback to agents to improve service consistency.

Documentation Updates

• Update SOPs whenever systems, tools, or workflows change.

• Maintain a centralized knowledge base for agents.

• Ensure documentation reflects current hotel operational requirements.

Training Support

• Assist in training new agents on operational procedures.

• Work with leadership to refine and improve processes as the platform evolves.

Experience Background

The ideal candidate should have strong experience in hotel operations and operational documentation. The individual should understand how hotel front desk and guest service operations work and be capable of converting operational workflows into structured documentation and standardized procedures.

Preferred Background:

• Experience in hotel front desk operations, guest services, or hotel management

• Experience creating SOPs, operational manuals, and process documentation

• Familiarity with Property Management Systems (PMS) and hotel operational workflows

• Experience working with call center operations or remote guest service teams

• Ability to translate operational knowledge into clear checklists, playbooks, and process guides

• Experience monitoring process compliance and operational quality

Key Success Metrics

• Percentage of company processes documented

• Process adherence by call center agents

• Reduction in operational errors

• Documentation completeness and accuracy

• Improved service quality and operational efficiency

Other Details

It is a Full Time Customer Support / TeleCaller job for candidates with 5 - 6+ years Experience.

More about this Customer Care Manager job

What qualifications and experience are required for this Customer Care Manager position?
Ans : Candidates should have a Graduate and above qualification with 5-7 years of experience and skills like International Calling.
What is the salary and job type for this role?
Ans : The salary for this Customer Care Manager job ranges between ₹35,000-₹80,000 per month. This is a Full Time job.
What shift and timings does this job follow?
Ans : This Customer Care Manager job follows a Rotational shift.
Do you need to visit the office for this job?
Ans : Yes, candidates need to visit the office and work from the location in City Center, Gwalior.
How many vacancies are there for this Customer Care Manager job?
Ans : There are 2 vacancies for this Customer Care Manager role.
Is this job open for all genders?
Ans : Yes, this Customer Care Manager job is open for both male and female candidates.
What are the key responsibilities of this Customer Care Manager job?
Ans : As a Customer Care Manager, key responsibilities include skills like International Calling. This role is part of Customer Support / TeleCaller category.
What is the job location for this position?
Ans : The job location for this Customer Care Manager position is City Center, Gwalior.
Who is the right fit for this Customer Care Manager job?
Ans : A candidate having skills like International Calling with 5-7 years of experience is the right fit for this Customer Care Manager job.
What makes this Customer Care Manager job a good opportunity?
Ans : This Customer Care Manager job is a good opportunity as it offers a salary between ₹35,000-₹80,000 per month. This is a Full Time job and has 2 openings.