Contact center

4 days ago

Bengaluru, Karnataka, India Weekday AI Full time ₹ 12,00,000 - ₹ 36,00,000 per year

This role is for one of the Weekday's clients

Min Experience: 5 years

Location: Bengaluru

JobType: full-time

As a Contact Center Operations Manager, you will be at the heart of ensuring efficient and effective customer engagement through inbound, outbound, and digital channels. You will lead operations across multiple teams, overseeing performance metrics, service level agreements (SLAs), and quality assurance processes. This role demands a proactive leader with strong analytical, problem-solving, and interpersonal skills to manage people, technology, and processes seamlessly. You will collaborate closely with senior management to design and execute strategies that improve productivity, customer satisfaction, and overall operational efficiency.

Requirements

Key Responsibilities:

  • Lead and manage end-to-end contact center operations, ensuring high performance across inbound and outbound functions.
  • Develop, implement, and monitor operational processes, SLAs, and KPIs to achieve service excellence and business objectives.
  • Manage workforce planning, forecasting, and scheduling to ensure optimal resource utilization.
  • Identify performance gaps and lead process improvement initiatives to enhance efficiency and reduce operational costs.
  • Implement customer service strategies to ensure consistent and positive customer experiences across all channels.
  • Oversee quality assurance programs to ensure compliance with company policies and customer service standards.
  • Work closely with technology teams to optimize CRM tools, telephony systems, and automation workflows.
  • Analyze operational data to identify trends, customer pain points, and areas for improvement.
  • Provide regular performance reports and insights to senior leadership, driving informed business decisions.
  • Coach, mentor, and develop team leaders and agents, fostering a high-performance, customer-focused culture.
  • Manage escalation handling and ensure timely resolution of complex customer issues.
  • Coordinate with cross-functional departments such as HR, Training, and IT to support smooth operations.
  • Ensure compliance with all regulatory and organizational guidelines in customer interactions and data management.

What Makes You a Great Fit:

  • Minimum of 5 years of experience managing or supervising contact center operations, preferably in a large-scale or multi-channel environment.
  • Proven ability to manage high-performance teams, achieve SLAs, and drive service excellence.
  • Strong understanding of contact center technologies, workforce management systems, and CRM tools.
  • Excellent leadership, communication, and interpersonal skills with the ability to motivate and guide teams.
  • Analytical mindset with expertise in using data and performance metrics to make informed operational decisions.
  • Demonstrated success in implementing process optimization, customer experience improvement, and cost-reduction strategies.
  • Hands-on experience with Omnichannel customer engagement models, including chat, email, and social media support.
  • Ability to work in a fast-paced, target-driven environment while maintaining a high level of quality and compliance.
  • Strong problem-solving, decision-making, and conflict-resolution abilities.
  • Passionate about delivering outstanding customer service and fostering a culture of accountability and excellence.

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