Contact center
2 days ago
This role is for one of the Weekday's clientsMin Experience: 5 yearsLocation: BengaluruJobType: full-timeAs a Contact Center Operations Manager, you will be at the heart of ensuring efficient and effective customer engagement through inbound, outbound, and digital channels. You will lead operations across multiple teams, overseeing performance metrics, service level agreements (SLAs), and quality assurance processes. This role demands a proactive leader with strong analytical, problem-solving, and interpersonal skills to manage people, technology, and processes seamlessly. You will collaborate closely with senior management to design and execute strategies that improve productivity, customer satisfaction, and overall operational efficiency.RequirementsKey Responsibilities:Lead and manage end-to-end contact center operations, ensuring high performance across inbound and outbound functions.Develop, implement, and monitor operational processes, SLAs, and KPIs to achieve service excellence and business objectives.Manage workforce planning, forecasting, and scheduling to ensure optimal resource utilization.Identify performance gaps and lead process improvement initiatives to enhance efficiency and reduce operational costs.Implement customer service strategies to ensure consistent and positive customer experiences across all channels.Oversee quality assurance programs to ensure compliance with company policies and customer service standards.Work closely with technology teams to optimize CRM tools, telephony systems, and automation workflows.Analyze operational data to identify trends, customer pain points, and areas for improvement.Provide regular performance reports and insights to senior leadership, driving informed business decisions.Coach, mentor, and develop team leaders and agents, fostering a high-performance, customer-focused culture.Manage escalation handling and ensure timely resolution of complex customer issues.Coordinate with cross-functional departments such as HR, Training, and IT to support smooth operations.Ensure compliance with all regulatory and organizational guidelines in customer interactions and data management.What Makes You a Great Fit:Minimum of 5 years of experience managing or supervising contact center operations, preferably in a large-scale or multi-channel environment.Proven ability to manage high-performance teams, achieve SLAs, and drive service excellence.Strong understanding of contact center technologies, workforce management systems, and CRM tools.Excellent leadership, communication, and interpersonal skills with the ability to motivate and guide teams.Analytical mindset with expertise in using data and performance metrics to make informed operational decisions.Demonstrated success in implementing process optimization, customer experience improvement, and cost-reduction strategies.Hands-on experience with Omnichannel customer engagement models, including chat, email, and social media support.Ability to work in a fast-paced, target-driven environment while maintaining a high level of quality and compliance.Strong problem-solving, decision-making, and conflict-resolution abilities.Passionate about delivering outstanding customer service and fostering a culture of accountability and excellence.
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Contact Center support Engineer
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bangalore, India Numeric Technologies Full timeJob Description: 7 + years Design, configure, and maintain enterprise voice and telephony systems (e.g., Genesys, Vonage, Amazon Connect, Nice inContact). 3+ Experience & Strong functional knowledge on Salesforce Service Cloud, CTI & Omnichannel configuration and trouble shooting. 3+ Experience with troubleshooting and fixing issues between Voice and...
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Bangalore, Karnataka, India BCD Travel Full timeStart your journey with BCD Grow connect collaborate and celebrate with our global team Senior Manager CSS Contact Center Solutions Remote Full time Banglore India As a trusted advisor in Contact Center Solutions this position plays an integral role in achieving the business objectives in support of BCD s global contact centers With a keen focus on the...
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bangalore, India Target Full timeAbout us:As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers.Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different voices...
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bangalore district, India Target Full timeAbout us: As a Fortune 50 company with more than 400,000 team members worldwide, Target is an iconic brand and one of America's leading retailers. Joining Target means promoting a culture of mutual care and respect and striving to make the most meaningful and positive impact. Becoming a Target team member means joining a community that values different...
