Chief Manager Voice Operation
3 days ago
Job Description – Chief Manager (Voice Operations)
Position:
Chief Manager – Voice
Function:
Customer Experience (CX)
Location:
Gurugram
Role Overview
The Chief Manager – Voice will lead the day-to-day operations of the Voice Contact Center, ensuring smooth service delivery, high customer satisfaction, and strong team performance. The role focuses on operational excellence, vendor management, team leadership, and continuous improvement to enhance the overall customer experience.
Key Responsibilities
- Manage end-to-end Voice Contact Center operations.
- Lead, coach, and develop supervisors and agents.
- Monitor KPIs, SLAs, productivity, and service quality.
- Drive process improvements and optimize workflows.
- Manage vendor performance and ensure SLA adherence.
- Coordinate with cross-functional teams for smooth customer support.
- Implement CX initiatives to improve customer satisfaction.
- Ensure compliance with processes and quality standards.
Skills Required
- Strong leadership and team management
- Customer centricity
- Excellent communication & interpersonal skills
- Problem-solving & grievance handling
- Stakeholder & vendor management
- Operational planning and decision-making
Qualifications & Experience
- Master's degree/MBA preferred
- 16+ years in Contact Center/Customer Service Operations
- 6+ years leading large contact center teams
- Experience in airline/hospitality sector is a plus
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