Manager - Customer Delight

Job Summary:

We areseeking an experienced Customer Delight Manager to lead and oversee theoperations of our contact centre. The ideal candidate will be responsible forensuring excellent customer service delivery, driving operational efficiency, managing a high-performing team, and continuously enhancing the customer experienceacross all contact centre channels.

Key Responsibilities:

• Lead Contact Centre Operations:
  Manage day-to-day operations of the contact centre to ensure smooth workflow, adherence to service levels, and achievement of performance targets.
• Customer Experience Strategy:
  Develop and implement strategies to improve customer satisfaction, reduce response times, and enhance overall customer engagement.
• Team Management & Development:
  Recruit, train, coach, and mentor contact centre staff, fostering a motivated and skilled team that delivers consistent service excellence.
• Performance Monitoring & Reporting:
  Track key performance indicators (KPIs) such as average handle time, first call resolution, customer satisfaction scores, NPS capturing and agent productivity. Prepare regular reports and present insights to senior management.
• Process Improvement:
  Identify gaps and inefficiencies in contact centre processes and workflows. Collaborate with cross-functional teams to implement best practices and innovative solutions. Work towards driving the automation and overall contacts reduction.
• Technology & Tools Management:
  Oversee the effective use of contact centre technologies (CRM, call routing systems, chat platforms, etc.) to optimize customer interactions and operational efficiency.
• Customer Feedback & Complaint Resolution:
  Monitor and analyze customer feedback, complaints, and trends. Implement action plans to address issues and improve the customer experience. Dive deep abilities to identify the problem statement and work towards the resolution.
• Compliance & Quality Assurance:
  Ensure all operations comply with company policies, legal regulations, and industry standards. Lead quality assurance initiatives and audits.

Qualifications & Experience:

• Bachelors degree in Business Administration, Management, or related field (Masters preferred).
• Minimum 5 years of experience managing contact centre operations or customer experience teams as manager and above.
• Should have managed the span of control over 50 agents for more than a year.
• Proven track record of improving customer satisfaction and operational efficiency.
• Strong leadership skills with experience in team building and performance management.
• Excellent communication and interpersonal skills.
• Proficiency in CRM and contact centre software/tools.
• Analytical mindset with strong problem-solving capabilities.
• Ability to work under pressure and handle multiple priorities.

Key Competencies:

• Customer-centric mindset
• Leadership & team management
• Process improvement & innovation
• Data-driven decision making
• Conflict resolution & complaint handling
• Strategic planning & execution