Customer Care Manager

Our vision is to achieve perfection, skill and accuracy in everything we do. What started as a small family business in 1972, Taxmann has become a technology-oriented Publishing/Product company with independent Research & Editorial, Production, Sales & Marketing, and Technology divisions. These four functions went on to become the backbone of Taxmann.

Our mission at Taxmann is to provide the most authentic and fastest information reporting. We are proud to call ourselves the #1 source for everything on Tax & Corporate Laws of India, with the domain knowledge of more than 60 years and trust given by more than 500k legal professionals nationwide.

Taxmann owes its success to its core strength the Editorial and Research Division, comprising a highly motivated group of over 200 associates from the legal community (i.e., advocates, lawyers, chartered accountants, and company secretaries) who monitor all the developments in the judicial, administrative and legislative fields and process the information with impeccable perfection, skill, and accuracy.

Job Summary:

We are seeking a proactive and experienced Call Centre Manager to lead daily operations, optimize team productivity, maintain service quality, and drive operational excellence. The role requires strong expertise in using contact centre technology platforms, managing service workflows, and delivering a seamless customer experience across multiple communication channels.

Key Responsibilities:

Oversee resolution of customer queries across multiple support levels (L1, L2).

Monitor service metrics including SLA adherence, call/chat handling quality, and case resolution timelines.

Manage daily inbound and outbound call centre operations, including live monitoring and quality assurance.

Supervise system operations, including user access management, software availability, and hardware readiness.

Drive agent productivity through performance assessments, coaching, and feedback mechanisms.

Generate, analyze, and present operational and performance reports to management regularly.

Ensure timely updates and management of support portals, FAQs, and knowledge bases.

Coordinate with vendors for technical support, system upgrades, and service resolutions.

Collaborate with internal teams for process improvements, workflow optimization, and service enhancements.

Handle escalations, recurring service issues, and contribute to system and service-level upgrades.

Support campaign management activities including audits, resource planning, and quality feedback collection.

Conduct User Acceptance Testing (UAT) and monitor post-implementation system performance stability.

Implement initiatives to optimize talk-time, staffing, and resource utilization for higher efficiency.

Oversee technology support including infrastructure readiness, server monitoring, and compliance system access.

Manage customer feedback processes and use insights for service quality improvements.

Assist in managing internal sales support reports, compliance software demo requests, and campaign performance tracking.

Ensure call centre adherence to operational KPIs including staffing ratios, talk-time, case closure timelines, and service quality targets.

Support multi-centre operations for product support, compliance management, and service line expansions.

Qualifications and Skills:

Bachelors degree in Business Administration, Information Technology, or a related field.

4-6 years of proven experience in managing contact centre operations.

Expertise in contact centre platforms, CRM systems, and ticketing tools.

Strong leadership, problem-solving, and team management abilities.

Excellent communication skills, both verbal and written.

Analytical mindset with a focus on data-driven decision-making.

Ability to manage multiple priorities and perform effectively under pressure.

Key Skills:

Operational Management

Team Leadership and Coaching

Performance Reporting and Analytics

CRM and Ticketing System Handling

Customer Service Excellence

Process Improvement and Optimization

KPIs to Measure Success:

Service Level Agreement (SLA) Compliance

First Response Time and Resolution Rate

Agent Productivity and Retention

Customer Satisfaction (CSAT) Scores

Call Abandonment Rate and Chat Response Time

Campaign Performance Metrics