Manager - Contact Center Operations

Description -

Job Title: Manager – Contact Center Operations

Location: Bengaluru, India
Job Type: Full-Time
Reports To: Operations Leader

Role Summary

The Manager – Contact Center Operations will lead a high-performing team across voice, chat, and email support channels. This role is responsible for driving operational excellence, customer satisfaction, and employee engagement while aligning with business goals and service level agreements (SLAs). The ideal candidate will bring strategic thinking, strong people leadership, and deep expertise in contact center technologies and customer-first culture.

Key Responsibilities

• Oversee daily operations of the contact center, ensuring consistent delivery of high-quality customer service across all channels.
• Lead and mentor Team Managers and Supervisors, fostering a culture of accountability, performance, and continuous improvement.
• Monitor and analyze KPIs including CSAT, AHT, FCR, and SLA adherence; implement corrective actions as needed.
• Drive workforce planning, scheduling, and capacity management to optimize resource utilization.
• Collaborate with cross-functional teams (Quality, Training, IT, HR) to enhance agent performance and customer experience.
• Resolve escalated customer issues and ensure timely follow-up and closure.
• Champion the "Customer First" mindset and embed it into team behaviors and processes.
• Lead initiatives in automation, digital transformation, and process optimization.
• Ensure compliance with internal policies and external regulations (e.g., data privacy, labor laws).
• Prepare and present business reviews and performance reports to senior leadership.

Required Qualifications

• Bachelor's degree in business administration, Management, or related field (MBA preferred).
• Minimum 8–10 years of experience in contact center operations, with at least 3 years in a leadership role.
• Proven track record in managing large teams and delivering results in a high-volume, fast-paced environment.
• Strong analytical and problem-solving skills; proficiency in CRM tools, workforce management systems, and reporting platforms.
• Excellent communication, negotiation, and stakeholder management skills.
• Willingness to work in a 24x7 environment with rotating shifts and weekly offs.

Preferred Skills

• Experience with global contact center operations and managing remote teams.
• Familiarity with AI-powered tools like Agent Assist, Co-Pilot, and RPA.
• Certification in ITIL, Six Sigma, or PMP is a plus.
• Exposure to customer support for hardware/software products (e.g., printers, PCs, tablets).

Employee Value Proposition

Join a dynamic team where your leadership will directly impact customer satisfaction and operational success. You'll have the opportunity to innovate, collaborate, and grow within a global organization committed to excellence and inclusion.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal"