Job Description
Position Overview :
We are seeking an experienced and dynamic Senior Manager-Customer Care to lead our 120+ member customer service and lead generation team. This role requires a strategic leader who can balance operational excellence with business development, manage a multilingual contact center, and drive performance through data-driven insights and team development.
Team Structure & Operations :
Team Size: 120+ members (4-5 Team Leaders, 100+ Customer Care Agents)
Call centre Operating Hours: 6 AM to 11 PM, 7 days a week
Languages Supported: English, Telugu, Hindi, Marathi, Bengali, Kannada
Call Mix: 60% Inbound Support, 40% Outbound Lead Generation
Key Responsibilities :
Operational Leadership
Oversee day-to-day operations of a high-volume, multilingual contact center serving customers across multiple time zones
Design and optimize call center workflows to maximize efficiency while maintaining service quality
Manage resource planning and schedu...
We are seeking an experienced and dynamic Senior Manager-Customer Care to lead our 120+ member customer service and lead generation team. This role requires a strategic leader who can balance operational excellence with business development, manage a multilingual contact center, and drive performance through data-driven insights and team development.
Team Structure & Operations :
Team Size: 120+ members (4-5 Team Leaders, 100+ Customer Care Agents)
Call centre Operating Hours: 6 AM to 11 PM, 7 days a week
Languages Supported: English, Telugu, Hindi, Marathi, Bengali, Kannada
Call Mix: 60% Inbound Support, 40% Outbound Lead Generation
Key Responsibilities :
Operational Leadership
Oversee day-to-day operations of a high-volume, multilingual contact center serving customers across multiple time zones
Design and optimize call center workflows to maximize efficiency while maintaining service quality
Manage resource planning and schedu...
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