Manager Contact Centre

Role Objective

Responsibilities

• Oversee day-to-day contact centre operations (inbound, outbound, email, chat, WhatsApp)
• Ensure adherence to SLAs, TATs, call quality standards, and escalation protocols
• Manage call flow strategies to minimize wait time and abandonment rate
• Own scheduling, rostering, and workforce planning to match demand patterns
• Lead and mentor Team Leaders, Supervisors, and Executives
• Set clear performance goals (AHT, FCR, CSAT, conversion rate)
• Conduct regular performance reviews, coaching, and corrective action plans
• Drive a culture of accountability, discipline, and customer empathy
• Implement and monitor call quality frameworks and audit mechanisms
• Identify training needs and coordinate onboarding, refresher, and upskilling programs
• Standardize scripts, FAQs, objection handling, and escalation matrices
• Ensure consistent customer experience across shifts and channels
• Track KPIs and publish daily, weekly, and monthly MIS reports
• Analyze call trends, repeat issues, drop-offs, and leakage points
• Recommend and implement process improvements to enhance efficiency and experience
• Work closely with IT/CRM teams for system optimization.
• Ensure effective usage of CRM, dialers, IVR, ticketing systems, and dashboards
• Coordinate system upgrades, integrations, and automation initiatives
• Ensure data accuracy, call recording compliance, and reporting integrity
• Act as the single point of contact for Sales, Marketing, Operations, and Clinical teams
• Align contact centre goals with organizational objectives
• Handle complex escalations and sensitive customer/patient issues.
• Support campaigns, lead conversion, appointment booking, and follow-ups.
• Ensure compliance with internal policies, data privacy norms, and statutory requirements
• Maintain confidentiality of customer/patient information
• Ensure audit readiness and documentation for quality and regulatory checks.
  

Qualifications

• Service Level Adherence
• people-management skills
• Excellent communication
• conflict-resolution ability
• strong analytical skills
• Process orientation