Contact Centre Operations Manager

1 day ago

Bengaluru, Karnataka, India beBeeStrategic Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title

Director Contact Centre Operations – US1

  • Reports to: Senior Director/AVP
  • Location: Bangalore
  • Working Hours/Days: 9 Hours / 5 Days a Week
  • Shift: Night Shift (6pm-3am) 9hr shift

Fortnightly/monthly calls between 06:30am-2pm IST may be required.

Team Size and FTEs

300+ Full-Time Equivalent Employees (FTEs)

Mandatory Qualifications

A Bachelor's degree or equivalent qualification is mandatory.

Preferred Qualifications

Years of overall experience with minimum 7-8 years in leadership roles in blended voice operations (inbound/outbound/chat) from the Contact Centre industry are preferred.

The ideal candidate should have experience in leading the ideation of Centre of Excellence in the space of Contact Centre Operations.

Experience in the US Healthcare Membership/Provider Contact Centre industry is highly preferred.

Objectives and Responsibilities
  • Identify value additions and process improvement initiatives
  • Manage stakeholders effectively
  • Nurture client relationships
  • Work as a strategic thinker
Required Skills
  • Lean/Six Sigma Certification is preferred
  • RPA/Analytics Certification is also preferred
Other Requirements

As a strategic thinker, the ideal candidate should have strong problem-solving skills and be able to identify opportunities for growth and improvement within the organization.

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