Head - Client Operation - B2B Service Call Center (8-12 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Key Responsibilities: Client Service Delivery:- Ensure technicians follow client-specific SOPs and act as brand ambassadors on the field- Track and reduce missed orders, cancellations, and unallocated jobs across cities- Monitor calls (incoming, outgoing, missed) and reduce call drop rates- Ensure clear communication and timely updates to clients on every job Escalation Management & Quality Control:- Own client escalations and resolve 100% within 48 hours- Identify patterns in issues and implement preventive measures- Run audits to improve quality of communication and operational accuracy- Maintain visibility of all open, delayed, or unconfirmed orders at all times Reporting & Data Discipline:- Ensure daily, weekly, and monthly client reports are accurate and shared on time- Maintain clean dashboards that reflect real-time city and vertical performance- Lead monthly business review meetings with clients - on time, with full clarity- Create structured inputs for weekly Situation Room including insights, red flags, and client winsTeam Management & Capability Building:- Monitor daily performance of team leaders, managers, and executives- Lead 10 PM daily huddles to review all open, delayed, or stuck orders- Conduct weekly training and performance check-ins across verticals- Make hiring, retention, and evaluation decisions based on ownership and outcomes- Build a team culture of readiness, professionalism, and predictable service handling Training & SOP Implementation:- Document clear SOPs for common and complex situations- Train the team to handle multiple scenarios predictably and professionally- Drive soft skills, client empathy, and process knowledge as part of regular sessions- Collaborate with the content team to build and update training material Cross-Functional Collaboration:- Work with the supply team to activate technician availability in new or lagging cities- Coordinate with product and tech teams to improve automation and dashboard tools- Partner with troubleshooting and registration teams for seamless closure of open jobs- Share field insights to improve platform features and team performanceKey KRAs: - 85% same-day service attempt - 90% adherence to client-defined TAT - 95% 5-star job rating - Less than 5% cancellation rate - 100% escalations closed within 48 hours - Regular team training and low attrition - Ownership-driven hiring and team performance improvementWhat You ll Need:- 8-12 years of experience in operations, preferably with blue-collar teams and enterprise clients- Excellent command over Excel, reporting formats, and workflow tools- Strong communication (Hindi and/or English), clarity in documentation- Leadership experience managing large teams and cross-functional coordination- Hands-on approach, steady execution, and mindset to handle pressure (ref:updazz.com)

Payroll Type : Permanent