Hiring for the following

Job Vacancy : CONTACT CENTER MANAGER

Job Responsibilities:

Team Management and Leadership:

Lead, mentor, and motivate a team of contact center agents and leads.

Set performance goals, conduct regular performance evaluations, and provide constructive feedback to drive individual and team growth.

Foster a positive work environment that encourages teamwork, engagement, and professional development.

Develop training programs to enhance agents' skills and knowledge of products, services, and customer service best practices.

Ensure adherence to company policies, procedures, and guidelines.

Operational Oversight:

Monitor and evaluate contact center performance against predefined KPIs, including service level agreements (SLAs), average handling time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT).

Develop and implement strategies to optimize contact center operations, improve efficiency, and meet performance targets.

Analyze operational data and trends to identify areas for improvement and implement corrective measures.

Manage workforce capacity planning, including forecasting staffing requirements, scheduling, and resource allocation.

Customer Experience Enhancement:

Establish and maintain service quality standards to deliver exceptional customer experiences.

Monitor customer interactions for quality assurance and provide coaching and feedback to contact center agents to enhance their performance.

Address escalated customer complaints and issues in a timely and professional manner.

Collaborate with other departments to improve overall customer experience by identifying process gaps and recommending solutions.

Collaboration and Communication:

Collaborate with onshore counterparts, stakeholders, and cross-functional teams to align contact center activities with organizational goals.

Communicate effectively with internal teams, providing updates on contact center performance, challenges, and improvement initiatives.

Liaise with IT and technology teams to ensure the smooth functioning of contact center systems and tools

Stay informed about industry trends, best practices, and emerging technologies related to contact center operations.

Qualifications:

Bachelor's degree in one of the following disciplines engineering, commerce, arts, business administration, or equivalent

You have a Minimum of 3 years of experience in managing offshore contact center operations.

You have strong leadership skills with a track record of building and motivating high-performing teams.

You have In-depth knowledge of contact center operations, including workforce management, performance metrics, and quality assurance.

You are Proficiency in contact center technologies, tools, and platforms.

You have Excellent communication and interpersonal skills with the ability to collaborate with diverse stakeholders.

You exhibit strong problem-solving and critical thinking qualities to execute the companys daily business process operations.

You have an analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.

You treat others with respect and work well in teams.

You are a good communicator in English (both verbal and written).

You are adept in using social platforms and media such as chat, Whatsapp messenger, and Facebook Messenger.

You must be able to travel to meet the team at designated locations. These may be within your city or Hyderabad.

You must be able to travel to client locations in the USA based on project needs.

You have a customer-centric approach with a passion for delivering outstanding customer experiences.