Service Manager

ANRAKO Teleservices is a global outsourcing and business support company providing technology-driven services across various industries. The company provides:

• Call Center Services
• Inbound & Outbound Calling
• Customer Support
• Technical Support
• Data Management
• Data Processing
• Disaster Recovery
• Data Storage Solutions
• Business Outsourcing Services

ANRAKO serves businesses globally with a focus on efficient service delivery and customer support.

Job Summary

We are looking for an experienced Service Manager to manage day-to-day service operations and ensure high-quality service delivery for our clients.

The candidate will be responsible for:

• Managing service delivery and daily operations
• Leading and motivating operations teams
• Monitoring team performance and productivity
• Maintaining service quality and customer satisfaction
• Managing client requirements and escalations
• Achieving KPIs and SLAs
• Coordinating with internal departments
• Preparing operational reports
• Identifying operational issues and implementing solutions
• Key ResponsibilitiesManage day-to-day service delivery and operational activities.
• Lead, supervise, and motivate customer service and operations teams.
• Monitor team performance against defined KPIs and SLAs.
• Ensure achievement of productivity, quality, service-level, and customer satisfaction targets.
• Monitor inbound and outbound calling operations.
• Handle customer and client escalations effectively.
• Maintain strong communication with clients and understand their service requirements.
• Conduct regular team meetings and performance reviews.
• Track attendance, productivity, quality, and employee performance.
• Coordinate with Team Leaders, Quality, HR, Training, and other departments.
• Prepare daily, weekly, and monthly operational performance reports.
• Identify process gaps and take corrective action.
• Ensure employees follow company policies, processes, and quality standards.
• Support recruitment, onboarding, training, and employee development when required.
• Ensure adequate staffing and smooth workflow across the process.
• Monitor customer complaints and ensure timely resolution.
• Work with technical/support teams to resolve service-related issues.
• Maintain proper operational documentation and records.
• Identify opportunities to improve service quality and operational efficiency.
• Support business continuity and service recovery during operational issues.
• Ensure customer and business data is handled securely.
• Report major operational issues to senior management.
• Take ownership of overall service delivery and client satisfaction.
• Required SkillsExcellent English communication skills.
• Strong leadership and team-management skills.
• Good knowledge of BPO and call-center operations.
• Strong client-handling and escalation-management skills.
• Good understanding of KPIs, SLAs, and quality metrics.
• Strong problem-solving and decision-making abilities.
• Good analytical and reporting skills.
• Ability to manage multiple teams and responsibilities.
• Good knowledge of MS Excel and Google Sheets.
• Strong organizational and time-management skills.
• Ability to work with international clients.
• Comfortable working in an international/night-shift environment.

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