Contact Center Manager

Manager Operations, Contact Center

# of position: 1

Location: Vadodara, India

Shift time: US shift

Responsibilities

• Oversee the day-to-day operations of the Support Team
• Provide direct supervision of the support staff which may include recruitment, evaluations, and disciplinary actions
• Strong leadership and people management skills, with the ability to motivate and inspire a team of support analysts to achieve goals and deliver exceptional customer service.
• Act as a mentor and provide oversight, coaching, and training to support team.
• Excellent technical troubleshooting and problem-solving skills to analyse complex issues and provide effective solutions.
• Proven experience in managing support operations, including developing and implementing support strategies, policies, and procedures.
• Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.
• Strong customer service orientation with a dedication to delivering an outstanding support experience.
• Proficiency in using support tools and systems to manage and track customer issues.
• Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.
• Manager International BPO / KPO / Call Center Operations
• Excellent organizational and time management skills to prioritize tasks and meet deadlines.
• Implement any necessary preventive measures to reduce customer faults and issues
• Familiarity with software and hardware technologies, systems, and networks.
• On-board all new technical support team members and functional training.
• Create and supervise team KPI, SLA, and Quality standards.
• Preparing support team performance Analytics, measurable matrix, quality, and reporting.

Qualifications

• Bachelor’s degree in computer science or equivalent
• Proven Experience as an Operations Manager (preferably at Contact Center)
• 5 to 10 years of experience in operations management or a related area.
• Excellent communication and interpersonal skills
• An excellent team builder and motivator who will thrive on working closely with the team to achieve challenging but exciting targets
• Highly driven with enthusiasm to support a team to meet high targets and to keep calm under demanding pressure
• Using initiative can recognize when performance based incentives need to be added
• Ability to adapt to change
• Develop training programs (in collaboration with offshore team) to enhance the team's skills and knowledge.
• Improve customer satisfaction metric, through stable transparent service
• Deliver better than agreed customer SLAs.
• Identify and suggest process improvements as they arise.
• Work closely with the Quality Team:
• Plan the required Trainings based on the feedback
• Work closely with the Leads to develop improvement plan for the Team-members based on the feedback
• Effective organization and prioritization skills