Manager - Contact Center

Job Title: Manager Contact Center (Alarm Center)

Location: Gurgaon

Department: Operations

Reports To: [Head of Operations / Business Unit Head]

Role Overview:

The Manager Contact Center (Alarm Center) will be responsible for ensuring the efficient and smooth functioning of the Alarm Center, which manages emergency assistance services for our customers. The role involves overseeing a large team of ~200 employees, including Team Leaders (TLs) and the MIS function, while ensuring adherence to service excellence, operational efficiency, and compliance with company standards.

Key Responsibilities:

Operational Management

Oversee day-to-day functioning of the Alarm Center with ~200 employees.

Ensure 24x7 availability and smooth handling of emergency assistance services.

Monitor and drive performance against defined SLAs, KPIs, and quality benchmarks.

Implement Standard Operating Procedures (SOPs) across all processes for consistency.

Team Leadership

Lead and mentor Team Leaders (TLs) and MIS executives to achieve operational targets.

Create a culture of accountability, empathy, and customer-first service.

Identify training and development needs to continuously enhance team capability.

Manage workforce planning, rostering, and resource allocation effectively.

Customer Experience & Quality

Ensure delivery of empathetic, timely, and effective assistance to customers in distress.

Regularly review call quality, response times, and escalation handling.

Partner with the Quality & Training teams to ensure process improvements and skill-building.

MIS & Reporting

Review reports and dashboards shared by the MIS team for insights on performance trends.

Analyze data to drive decision-making and improve efficiency.

Present periodic performance reports to senior management.

Compliance & Risk Management

Ensure adherence to ISO 27001 and other compliance/security requirements.

Monitor fraud prevention measures and escalate incidents as per protocol.

Uphold confidentiality and information security across the Alarm Center.

Key Skills & Competencies:

Strong leadership and people management skills (experience in handling 150+ FTEs preferred).

Excellent communication and interpersonal skills.

Ability to manage high-pressure, fast-paced emergency service environments.

Strong analytical and problem-solving mindset.

Experience with CRM tools, dialer systems, and call center technologies.

Proficiency in Hindi & English; knowledge of additional regional languages is an advantage.

Qualifications & Experience:

Graduate / Postgraduate in any discipline (MBA preferred).

812 years of experience in Contact Center Operations, with at least 35 years in a managerial role.

Prior experience in BFSI, healthcare, assistance, or emergency service industries is desirable.

Why Join Global Assure?

At Global Assure, you will be leading a critical function that makes a real difference to people in moments of distress. This role offers the opportunity to manage large-scale operations, contribute to customer well-being, and grow with an organization committed to excellence, empathy, and innovation.