Contact Center Operations Manager

Job Title: Contact Center Sales ManagerLocation: [Malad west, Mumbai / Branch Name]Department: Sales / Contact CenterReports To: Head of Sales / Operations ManagerAbout UsAliens Tattoo is a high-energy, fast-growing premium tattoo studio chain valued at $20M. With 16+ studios across India and a dynamic team of 160+ professionals based in Mumbai, we are redefining tattoo artistry with innovation, creativity, and a commitment to excellence. Our culture thrives on openness, integrity, personal growth, and continuous learning.We are seeking a Business Center Manager with a proven track record of setting up and managing contact centers from scratch. This role requires an operations expert with a deep understanding of call center management, process optimization, customer engagement, and technology integration. The ideal candidate will have experience in building robust systems, leading teams, and ensuring seamless customer interactions while leveraging technology to enhance efficiency and performance.Role OverviewAs the Business Center Manager, you will be responsible for building, managing, and optimizing the call center operations at Aliens Tattoo. You will set up state-of-the-art processes, technology infrastructure, and customer engagement strategies while leading a team to deliver exceptional customer experiences. Working closely with the COO and leadership team, you will play a pivotal role in transforming our contact center into a high-performing, customer-centric operation. This role is ideal for an innovative operations leader who can strategically build and scale call center functions, drive operational excellence, and ensure a premium brand experience through every customer interaction.Key ResponsibilitiesCall Center Setup and Strategy- Lead the end-to-end setup of the business center (contact center) from scratch, including infrastructure, technology, and team structure. - Design and implement Standard Operating Procedures (SOPs), quality assurance frameworks, and customer engagement protocols. - Identify and deploy the right technology stack, including CRM (Zoho), call routing systems (like Ozontel), IVR, and analytics tools. - Create a blueprint for team hierarchy, job roles, KPIs, and escalation matrices. - Develop customer journey maps to enhance the client experience at every touchpointOperational -Excellence and Management Oversee daily operations, ensuring smooth handling of inbound and outbound calls,. - WhatsApp interactions, chat support, and emails. Manage a team of agents and team leads, fostering a culture of high performance and customer satisfaction. - Monitor and analyze KPIs, including CSAT, FCR, AHT, and lead conversion rates, to identify areas for improvement. - Implement quality monitoring and feedback mechanisms to ensure consistent service delivery. - Coordinate with the Sales, Operations, and Customer Experience teams to align goals and processes.Team Leadership and Development- Recruit, train, and onboard customer support and sales agents. - Develop training modules focusing on customer interaction, problem resolution, and sales techniques. - Conduct regular coaching and performance reviews to optimize team productivity. Implement incentive programs and performancebased recognition to boost morale.Technology and Process Optimization- Leverage CRM and analytics tools to track customer interactions and generate insights. - Integrate call center software with existing systems for streamlined operations and data management. - Continuously explore new technologies and automation tools to enhance efficiency. - Develop dashboards and reporting systems to track and present performance metrics to senior management.Customer Experience and Quality- Assurance Develop a customer feedback loop to collect insights and improve service delivery. Handle escalations and complex issues, ensuring timely and effective resolution. - Implement customer engagement strategies to improve customer lifetime value and satisfaction. Design post-interaction follow-up processes to maintain relationships and gather feedback.Performance Reporting and Continuous Improvement- Generate weekly and monthly performance reports highlighting achievements, challenges, and areas of improvement. - Conduct root cause analysis on performance bottlenecks and develop corrective action plans. - Present insights and strategic recommendations to the COO and leadership team.Key Qualifications- Bachelor’s degree in Business Administration, Operations Management, or related field. - 8+ years of experience in setting up and managing call centers, preferably in customer-centric industries. - Proven expertise in call center technology integration, including CRM, call routing systems, IVR, and analytics tools. - Strong leadership skills with experience managing cross-functional teams and driving operational efficiency. - Hands-on experience in process design, training, quality assurance, and customer experience management. - Analytical mindset with a knack for data-driven decision-making. - Excellent communication, problem-solving, and stakeholder management skills. - Preferred: Experience in retail, luxury, or customer-focused industries.