Contact Centre Manager

Contact Centre Manager

Key Responsibilities:

• Team Leadership & Performance:

• Lead, mentor, and manage a team of customer service representatives, team leaders, and support staff.
• Set clear performance goals, conduct regular reviews, and provide feedback and coaching.
• Foster a positive, customer-centric culture focused on continuous improvement.

• Operations Management:

• Monitor daily operations to ensure SLA (Service Level Agreements), TAT (Turnaround Times), and KPIs (Key Performance Indicators) are consistently met.
• Analyze performance reports and call metrics to identify trends, root causes, and improvement opportunities.
• Ensure efficient workforce planning, shift scheduling, and resource allocation.

• Customer Experience:

• Drive initiatives to enhance customer satisfaction, loyalty, and Net Promoter Score (NPS).
• Handle escalated customer issues and ensure prompt and fair resolution.

• Process Improvement & Quality Control:

• Identify process gaps and implement improvements to enhance efficiency and quality.
• Collaborate with training and quality assurance teams to develop and implement standard operating procedures (SOPs).

• Reporting & Analytics:

• Prepare and present regular reports to senior management on performance, escalations, trends, and improvements.
• Use data and feedback to inform decisions and strategic planning.

Requirements:

• Bachelors degree
• 6-10 years of experience in contact center management, preferably in a B2C environment.
• Strong understanding of customer service tools, CRMs and telephony systems.
• Proven track record in team leadership, conflict resolution, and operational performance management.
• Excellent communication, interpersonal, and analytical skills.
• Strong organizational and problem-solving abilities.
• Excel Mandate***

Preferred Skills:

• Experience managing remote or hybrid teams.
• Knowledge of workforce management (WFM) tools and techniques.
• Familiarity with automation, AI chatbots, or digital transformation in support centers.

Job Location-Andheri East,Mumbai