Manager, Contact Center

As Manager, Contact Center you will be responsible for overseeing and managing the daily operations of a contact center

This includes ensuring that all customer interactions are managed in a timely and professional manner, maintaining high levels of customer satisfaction, and setting strategic goals for the team

You will also be responsible for hiring, training, and developing associates, implementing, and maintaining procedures and policies, and ensuring compliance with regulations

They will play a crucial role in establishing a customer-focused culture and driving continuous improvement initiatives

The ideal candidate for this position is a strong leader with excellent communication skills and a proven history in contact center management

What you ll bring:

Experience: A proven history as a Contact Center Manager or similar leadership role ( 6 -10 years )

Skills: Strong understanding of performance metrics, proficiency in call center management software, and advanced critical thinking skills.

Leadership: Excellent leadership and team management abilities, with a focus on coaching and performance management.

Communication: Exceptional verbal and written communication skills, and the ability to interact effectively with both team members and customers.

Education: A bachelor s degree in business administration or a relevant field. Additional certification in Contact Center Management would be a plus.

Problem-Solving: Strong analytical abilities to identify trends and establish call center policies that will improve customer service.

Customer Service: A strong commitment to customer satisfaction and the ability to maintain a customer-focused approach under pressure.

Adaptability: The ability to adapt to changes in the challenging environment of a contact center.

Initiative: An initiative-taking approach in identifying and implementing improvements in the contact center s operations.

Technical knowledge: Familiarity with the latest industry technologies and a willingness to embrace new tools that can enhance team efficiency and customer satisfaction.

What youll do:

Managing Contact Center Operations: The manager is responsible for the day-to-day operations of the contact center, including monitoring call volume, managing escalations, and ensuring that service level agreements are met.

Team Management: Lead a team of contact center agents, providing coaching, training, and guidance to ensure high-quality customer service and adherence to company policies and procedures.

Performance Monitoring and Reporting: Track and analyze contact center metrics such as call volume, average handle time, and customer satisfaction scores. Prepare regular reports and use data insights to identify areas for improvement and implement strategies to enhance performance.

Customer Service Improvement: Collaborate closely with the team to identify and implement improvements in customer service processes, procedures, and tools. Collaborate with other departments to address customer concerns and ensure a positive customer experience.

Quality Assurance: Develop and enforce quality assurance processes, including call monitoring, to ensure that agents are following established scripts, procedures, and providing accurate information to customers.

Staffing and Scheduling: Oversee staffing requirements, including hiring, training, and scheduling contact center agents to ensure adequate coverage to meet customer demand.

Stakeholder Communication: Establish and maintain effective communication channels with internal stakeholders to ensure alignment and coordination for a seamless customer experience.

Continuous Improvement: The manager actively seeks opportunities for process improvement and innovation, implementing best practices to enhance efficiency and customer satisfaction within the contact center. Play a crucial role in ensuring the smooth operation of the contact center, delivering exceptional customer service, and driving continuous improvement to meet or exceed organizational goals.

Should be flexible to work from Office in a 24/7 work environment with rotational weekly time off.

Should be comfortable working on Saturdays on rotational basis based on business needs and you can avail a compensatory off for the same in accordance with the company policy. Should be able to work during public holidays as per business needs.

Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.

Full time