Contact Center Operations Manager

Job Purpose

The Lead Contact Centre Operations is responsible for institutionalising the Voice of the Customer within TVS Motor Company and enabling effective, scalable problem resolution through strong customer listening, contact centre governance, and insight-led escalation.

The role functions as the central authority for customer interactions and feedback, ensuring customer inputs are captured accurately, analysed rigorously, and translated into clear, actionable problem statements for the organisation.

Key Responsibilities:

Customer Listening & Contact Centre Operations Governance

Quality Assurance & Input Integrity

Insights, Escalation & Closure Governance

Contact Centre Partner & Ecosystem Management

Team Leadership & Capability Building

Stakeholder Collaboration

Innovation & Digital Enablement in Customer Listening