Role Overview
The Manager Contact Center will be responsible for managing end-to-end call center operations, ensuring efficiency, quality, and customer satisfaction. The role involves overseeing team performance, infrastructure setup, and implementing best practices for inbound and outbound call management.
Key Responsibilities
Operations Management:
- Manage complete operations of the call center, ensuring smooth functioning and adherence to SLAs.
- Monitor daily activities and implement process improvements for efficiency.
Team Leadership:
- Lead and manage telecaller teams, including recruitment, training, and performance evaluation.
- Build a strong pipeline of skilled resources to meet operational demands.
Training & Development:
- Design and deliver training programs for telecallers to enhance communication and conversion skills.
Infrastructure & Technology:
- Ensure proper setup and maintenance of call center infrastructure, including systems and software.
- Manage hunting numbers and configure inbound and outbound call flows.
Call Dynamics & Strategy:
- Develop strategies for inbound and outbound call management to optimize customer engagement.
- Monitor call quality and implement corrective actions as needed.
Vendor & External Coordination:
- Coordinate with external agencies and vendors for technology and operational support.
Required Qualifications & Skills
- Education: Graduate/Postgraduate Operations Management, or related fields.
- Experience: Minimum 8 years of experience in managing call center operations.
Skills:
- Comprehensive understanding of call center operations and infrastructure.
- Expertise in inbound and outbound call dynamics.
- Strong leadership and people management skills.
- Excellent negotiation and communication abilities.
- Proficiency in preparing presentations and official correspondences.
Key Attributes
- Strategic thinker with strong problem-solving abilities.
- High integrity and professionalism in managing sensitive operations.
- Ability to work under pressure and deliver results within tight timelines.
