Senior Manager - Contact Center

BharatPe; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading financial services company is looking for a Mid-Senior level Customer Service Manager to oversee large-scale operations in Gurugram. You will enhance customer satisfaction through effective strategies, manage teams, and drive performance improvements using data metrics. The ideal candidate has strong expertise in CRM systems and operational excellence. This is a full-time role with significant impact on customer retention and brand advocacy.

Qualifications

• Experience overseeing customer service operations.
• Skilled in designing customer satisfaction strategies.
• Ability to forecast demand and manage staffing.

Responsibilities

• Work with quality and operations teams to enhance service.
• Provide updates to senior leadership on key metrics.
• Collaborate with vendors to meet performance goals.

Skills

CRM systems

AI-driven chatbots

Omnichannel communication platforms

KPI tracking (CSAT, NPS, AHT, FCR)

Mentoring and coaching

Financial planning

Job description

Expertise in overseeing large-scale customer service operations, ensuring efficiency and high-quality service delivery.

• Ability to design and implement strategies that enhance customer satisfaction and loyalty
• Skilled in forecasting demand, managing staffing levels, and ensuring optimal resource allocation.
• Knowledge of CRM systems, AI-driven chatbots, and omnichannel communication platforms to streamline operations.
• Proficiency in tracking KPIs such as CSAT, NPS, AHT, and FCR to drive continuous improvement
• Strong ability to mentor, coach, and develop high-performing teams.
• Experience in financial planning, cost control, and optimizing operational expenses.

Interaction:

• Work closely with quality, operations, and training teams to ensure consistency in escalation handling and drive performance improvements.
• Provide senior leadership with regular updates on key metrics, turnaround time (TAT) trends, and escalation insights to support data-driven decision-making.
• Maintain strong collaboration with outsourced vendors, ensuring alignment on critical performance goals such as CSAT, Resolution TAT, Repeat Issue Reduction, and Efficiency Optimization.
• Partner with product, business, and operations teams to identify and address the root causes of Customer concerns, implementing sustainable solutions that enhance customer satisfaction and service delivery

Impact:

• Enhances customer interactions, leading to higher retention and brand advocacy.
• Drives repeat business and increases customer lifetime value through improved experiences.
• Aligns teams across marketing, sales, and operations for a seamless customer journey.
• Streamline processes, reduces complaints, and optimizes service delivery.
• Implements AI, automation, and omnichannel solutions to enhance customer interactions.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service