Contact Center Manager

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 co...