Senior Contact Center Operations Leader

17 hours ago

Bengaluru, Karnataka, India beBeeCustomerFocused Full time ₹ 8,00,000 - ₹ 12,00,000

We're seeking an experienced Contact Center Team Lead to drive operational excellence, improve First Call Resolution (FCR), and ensure high customer satisfaction through effective case handling.

This role focuses on escalating complex or high-impact customer cases, ensuring resolution with a strong focus on FCR. Partner with Team Leads and Managers to monitor and analyze contact center KPIs (CSAT, SLA adherence, AHT, FCR, productivity). Conduct quality checks and feedback sessions to identify gaps that impact FCR and customer satisfaction.

Collaborate with Training and Quality teams to address common issues and support continuous improvement. Lead by example in building a culture of accountability, collaboration, and exceptional customer service.

Requirements:
  • 5+ years' experience in a contact center environment
  • ~2+ years in a supervisory/team lead role
  • ~ Strong leadership, coaching, and communication skills
  • ~ Graduate degree or equivalent work experience
  • ~ Proven track record of improving FCR (First Call Resolution) and handling complex cases
  • ~ Knowledge and usage of ServiceNow for incident, request, and service management
  • ~ Strong understanding of KPI measurement and performance management in contact center operations. Experience with contact center tools, CRM systems, and reporting dashboards.
  • ~ Ability to lead and influence peers without formal reporting lines
What We Offer:
  • A comprehensive benefits plan tailored to meet the needs and improve the overall experience of our employees
  • Flexible and hybrid work schedules along with diverse leave options
  • Comprehensive medical coverage for spouses, children, and parents/in-laws, with voluntary top-up plans, OPD coverage, day care services, and access to health coaches
  • An Employee Assistance Program with free, unbiased and confidential expert consultations for personal and professional issues
  • Free transportation and cafeteria facilities with diverse menu options including breakfast, lunch, snacks, and beverages, customizable and health-conscious choices
  • Sponsored training for specialized certifications. Investment in employee development through labs and learning platforms

Hassle-free relocation support for newly hired employees relocating to Bangalore, India.

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