Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over
70 years in India. We offer comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry.
Designation: Manager - Customer Connect Hub -
(Customer Care / Contact Centre)Education: B.E - Electrical/ Electrical & ElectronicsExperince: 5 - 8 yearsLocation - Mahape, Navi MumbaiThis will be a
hands-on Customer Care / Contact Centre role with additional shift supervisory responsibilities.
The incumbent will actively handle customer calls, emails and technical/customer queries while also supporting the day-to-day coordination and smooth functioning of the assigned shift.
Key Responsibilities (JD) :- Handle and answer customer calls, emails and cases as part of regular Contact Centre operations.
- Handle complex/high-level customer queries and provide first-level technical support within the defined scope.
- Monitor call and email queues and ensure appropriate coverage to support service levels.
- Coordinate agent schedules, breaks, availability and workload during the assigned shift.
- Provide floor support and act as the first point of escalation for agents.
- Support agents in handling complex customer or technical queries.
- Actively take calls and handle emails during peak volumes, escalations, absenteeism or manpower shortages.
- Monitor pending cases, ageing, follow-ups and effective shift handovers.
- Ensure adherence to defined SOPs, quality standards and escalation processes.
- Escalate matters requiring specialist or higher-level intervention to the appropriate team.
- Prepare and maintain operational reports, dashboards and shift-level MIS as required.
Working Arrangement:- Technical Contact Centre environment with a team of 25+ agents.
- 6 working days per week with 1 rotational weekly off, based on the applicable roster.
- Sunday working may be required as per the Contact Centre roster, with the weekly off scheduled on another day.
- Rotational shifts, including 8:00 AM-5:00 PM and 11:30 AM-8:30 PM, depending on business requirements.
- Shift schedules, working hours and weekly offs will be managed as per Contact Centre requirements, applicable company policies and statutory requirements.
The selected candidate should be comfortable working in a
hands-on Customer Care / Contact Centre role with additional shift supervisory responsibilities, including queue management, agent coordination, schedule and break management, first-level escalation support, operational reporting and direct customer handling as required.
This role requires active participation in Customer Care operations along with responsibility for supporting the smooth functioning of the assigned shift.
What's in it for me? - Meaningful work where you directly impact organizational quality and customer satisfaction
- Leadership opportunities in training, audits, and strategic improvement projects
- Supportive team environment that invests in your professional development
- Exposure to cross-functional initiatives and external certification processes
Bring your passion for quality to a team that values excellence - apply today!
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We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
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€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
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Responsibilities
Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over
70 years in India. We offer comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry.
Designation: Manager - Customer Connect Hub -
(Customer Care / Contact Centre)Education: B.E - Electrical/ Electrical & ElectronicsExperince: 5 - 8 yearsLocation - Mahape, Navi MumbaiThis will be a
hands-on Customer Care / Contact Centre role with additional shift supervisory responsibilities.
The incumbent will actively handle customer calls, emails and technical/customer queries while also supporting the day-to-day coordination and smooth functioning of the assigned shift.
Key Responsibilities (JD) :- Handle and answer customer calls, emails and cases as part of regular Contact Centre operations.
- Handle complex/high-level customer queries and provide first-level technical support within the defined scope.
- Monitor call and email queues and ensure appropriate coverage to support service levels.
- Coordinate agent schedules, breaks, availability and workload during the assigned shift.
- Provide floor support and act as the first point of escalation for agents.
- Support agents in handling complex customer or technical queries.
- Actively take calls and handle emails during peak volumes, escalations, absenteeism or manpower shortages.
- Monitor pending cases, ageing, follow-ups and effective shift handovers.
- Ensure adherence to defined SOPs, quality standards and escalation processes.
- Escalate matters requiring specialist or higher-level intervention to the appropriate team.
- Prepare and maintain operational reports, dashboards and shift-level MIS as required.
Working Arrangement:- Technical Contact Centre environment with a team of 25+ agents.
- 6 working days per week with 1 rotational weekly off, based on the applicable roster.
- Sunday working may be required as per the Contact Centre roster, with the weekly off scheduled on another day.
- Rotational shifts, including 8:00 AM-5:00 PM and 11:30 AM-8:30 PM, depending on business requirements.
- Shift schedules, working hours and weekly offs will be managed as per Contact Centre requirements, applicable company policies and statutory requirements.
The selected candidate should be comfortable working in a
hands-on Customer Care / Contact Centre role with additional shift supervisory responsibilities, including queue management, agent coordination, schedule and break management, first-level escalation support, operational reporting and direct customer handling as required.
This role requires active participation in Customer Care operations along with responsibility for supporting the smooth functioning of the assigned shift.
