Senior Manager

Nextenti Tech; Hyderabad; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Nextenti Tech is seeking a leader for its customer experience operations in Hyderabad, overseeing daily CX team activities and contact center efficiency. The role focuses on enhancing service delivery, optimizing IVR/ACD/DID/SIP, and ensuring CRM/dialer readiness for peak performance.

The position demands strategic thinking, MIS reporting, advanced Excel analytics, cross-functional collaboration, and mentorship to cultivate a culture of excellence in customer service operations.

Responsibilities

• Oversee the daily operations of the customer experience team, ensuring efficient management of contact center operations.
• Develop and implement strategies to enhance inbound and outbound operations, focusing on improving customer satisfaction and service delivery.
• Manage and optimize IVR, ACD, DID, SIP/VoIP, and call routing systems to ensure seamless communication and customer interaction.
• Oversee CRM and dialler management, ensuring systems are up-to-date and effectively utilized by the team.
• Lead efforts in MIS and dashboard reporting to provide comprehensive insights into operational performance and identify areas for improvement.
• Utilize advanced Excel skills to analyze data, forecast trends, and support decision-making processes.
• Collaborate with cross-functional teams to align customer experience initiatives with organizational goals.
• Mentor and guide team members, fostering a culture of excellence and continuous improvement in customer service operations.

Job description

Role & responsibilities

• Oversee the daily operations of the customer experience team, ensuring efficient management of contact center operations.
• Develop and implement strategies to enhance inbound and outbound operations, focusing on improving customer satisfaction and service delivery.
• Manage and optimize IVR, ACD, DID, SIP/VoIP, and call routing systems to ensure seamless communication and customer interaction.
• Oversee CRM and dialler management, ensuring systems are up-to-date and effectively utilized by the team.
• Lead efforts in MIS and dashboard reporting to provide comprehensive insights into operational performance and identify areas for improvement.
• Utilize advanced Excel skills to analyze data, forecast trends, and support decision-making processes.
• Collaborate with cross-functional teams to align customer experience initiatives with organizational goals.
• Mentor and guide team members, fostering a culture of excellence and continuous improvement in customer service operations.