Contact Centre Manager

5 days ago

Bengaluru, Karnataka, India Fortive Careers Full time

Role Overview

The Contact Centre Head (Sr. Manager) will be responsible for leading and managing day-to-

day operations across our customer service centres in India and the Philippines. This role

requires a strong, hands-on leader who can drive performance, foster collaboration across

geographies, and ensure service excellence for our clients.

In addition to operational oversight, this position will lead the Training and Quality teams,

ensuring alignment of coaching, capability development, and quality assurance initiatives

with organizational goals.

The ideal candidate is a dynamic communicator, process-driven, and passionate about

developing people while delivering measurable business outcomes.

Key Responsibilities

Operational Leadership


• Oversee day-to-day operations across both India and Philippines sites (~120 agents).


• Manage site leads, team leaders, trainers, and quality analysts to ensure performance

goals are met or exceeded.


• Ensure adherence to internal SLAs, KPIs, and contractual commitments.


• Conduct regular operational reviews, performance analysis, and strategic planning

sessions.


• Maintain high employee engagement through effective communication, recognition,

and team development.

Performance Management


• Monitor call centre metrics (AHT, FCR, CSAT, attendance, attrition, utilization).


• Implement process improvements to enhance efficiency, quality, and customer

satisfaction.


• Review staffing models, forecasting, and scheduling to maintain optimal coverage

during night shift hours.Training & Quality Leadership


• Oversee the Training & Quality functions across both locations.


• Ensure training programs are standardized, updated, and aligned with client and

business needs.


• Drive a strong quality culture through regular audits, coaching, and feedback

mechanisms.


• Partner with operations to identify skill gaps and implement targeted development

plans.

Stakeholder & Vendor Management


• Act as the key point of contact for internal stakeholders and external partners during

night operations.


• Provide insights, reports, and recommendations to leadership on performance, trends,

and improvement opportunities.


• Support transition or ramp-up activities for new client programs as needed.

People & Culture


• Build a culture of accountability, teamwork, and continuous improvement across both

sites.


• Mentor and develop site leaders, ensuring a strong pipeline of future leaders.


• Promote wellbeing and engagement for night-shift employees through tailored

initiatives.

Qualifications & Experience


• 10+ years of experience in call centre operations, with at least 3 years in a managerial

role overseeing multi-site teams.


• Experience managing offshore or remote operations in India and/or the Philippines

preferred.


• Proven track record of delivering results across key operational metrics and client

SLAs.


• Strong leadership, communication, and stakeholder management skills.


• Experience managing Training & Quality functions a strong advantage.


• Willingness to work during night shifts aligned with US business hours.

Key Competencies


• Strategic and analytical thinking


• Strong people leadership and coaching ability


• Process orientation and operational excellence mindset
• Cultural sensitivity and adaptability across geographies


• Excellent communication and presentation skills

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