Contact Center Manager

VikingCloud India; Vadodara; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

A leading technology firm in India is seeking an Operations Manager to oversee the Support Team. The role requires strong leadership skills, technical expertise, and a commitment to delivering exceptional customer service. The ideal candidate should have a Bachelor's degree in computer science and 5 to 10 years of relevant experience. Responsibilities include managing daily operations, training team members, and implementing strategies to improve customer satisfaction. This is a full-time position with potential for growth in a fast-paced environment.

Qualifications

• 5 to 10 years of experience in operations management or a related area.
• Proven experience as an Operations Manager, preferably at a Contact Center.
• Strong ability to motivate and inspire a team to achieve goals.

Responsibilities

• Oversee day-to-day operations of the Support Team.
• Supervise the support staff with recruitment and evaluations.
• Implement strategies to improve customer satisfaction and service delivery.

Skills

Leadership and people management skills

Technical troubleshooting and problem-solving

Customer service orientation

Communication and interpersonal skills

Organizational and time management skills

Ability to adapt to change

Education

Bachelor’s degree in computer science or equivalent

Job description

• Oversee the day-to-day operations of the Support Team
• Provide direct supervision of the support staff which may include recruitment, evaluations, and disciplinary actions
• Strong leadership and people management skills, with the ability to motivate and inspire a team of support analysts to achieve goals and deliver exceptional customer service.
• Act as a mentor and provide oversight, coaching, and training to support team.
• Excellent technical troubleshooting and problem-solving skills to analyse complex issues and provide effective solutions.
• Proven experience in managing support operations, including developing and implementing support strategies, policies, and procedures.
• Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.
• Strong customer service orientation with a dedication to delivering an outstanding support experience.
• Proficiency in using support tools and systems to manage and track customer issues.
• Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.
• Manager International BPO / KPO / Call Center Operations
• Excellent organizational and time management skills to prioritize tasks and meet deadlines.
• Implement any necessary preventive measures to reduce customer faults and issues
• Familiarity with software and hardware technologies, systems, and networks.
• On-board all new technical support team members and functional training.
• Create and supervise team KPI, SLA, and Quality standards.
• Preparing support team performance Analytics, measurable matrix, quality, and reporting.

Qualifications

• Bachelor’s degree in computer science or equivalent
• Proven Experience as an Operations Manager (preferably at Contact Center)
• 5 to 10 years of experience in operations management or a related area.
• Excellent communication and interpersonal skills
• An excellent team builder and motivator who will thrive on working closely with the team to achieve challenging but exciting targets
• Highly driven with enthusiasm to support a team to meet high targets and to keep calm under demanding pressure
• Using initiative can recognize when performance based incentives need to be added
• Ability to adapt to change
• Develop training programs (in collaboration with offshore team) to enhance the team's skills and knowledge.
• Improve customer satisfaction metric, through stable transparent service
• Deliver better than agreed customer SLAs.
• Identify and suggest process improvements as they arise.
• Work closely with the Quality Team:
• Plan the required Trainings based on the feedback
• Work closely with the Leads to develop improvement plan for the Team-members based on the feedback
• Effective organization and prioritization skills

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Technology, Information and Media, Information Services, and Computer and Network Security