Saber Technologies Pvt. Ltd
Location
New Delhi | India
Job description
The Senior Manager of the Contact Center is a key leadership role responsible for overseeing and managing the daily operations of the Contact Center department. This role involves strategic planning, team management, performance optimization, and ensuring exceptional customer service delivery.
Key Responsibilities Leadership and Team Management: · Provide strong leadership, guidance, and mentorship to Team Leaders, Asst. Managers, Managers, Supervisors, and Associates. · Set performance expectations, goals, and objectives for the team and individuals, fostering a culture of accountability and continuous improvement. · Conduct regular team meetings, coaching sessions, and performance reviews to drive employee engagement and development. Operational Excellence: · Develop and implement operational strategies, policies, and procedures to ensure efficient Contact Center operations and adherence to quality standards. · Monitor and manage the service levels to meet or exceed established KPIs and customer satisfaction targets. · Identify areas for process improvement and optimization, implementing best practices to enhance the overall efficiency of the Contact Center. · Collaborate with other departments to enhance the customer experience by delivering exceptional service and resolving customer issues effectively. · Analyze customer feedback, complaints, and trends to identify opportunities for service improvement and implement necessary changes. · Uphold a customer-centric approach, ensuring exceptional customer satisfaction and loyalty. · Oversee the resolution of intricate customer inquiries or concerns, ensuring prompt and effective resolution. · Foster a culture of continuous learning and development within the team. Technology and Tools: · Stay current with Contact Center technologies and trends, recommending and implementing solutions to streamline operations, enhance agent productivity, and improve customer interactions. · Manage and maintain Contact Center software, hardware, and telephony systems to ensure uninterrupted service. Data Analysis and Reporting: · Utilize Contact Center metrics and performance data to generate regular reports and insights for senior management. · Present findings and recommendations to improve operational efficiency and drive business decisions. · Analyze data to make informed decisions and guide strategic initiatives. Budget Management: · Develop and manage the Contact Center budget, including staffing, training, technology, and other operational expenses. · Optimize resource allocation to ensure cost-effectiveness while maintaining high-quality service delivery. Stakeholder Communication: · Collaborate with senior leadership to align operational strategies with organizational goals. · Communicate effectively with various stakeholders, including cross-functional teams, clients, and vendors. Qualifications · Bachelor's degree · Proven experience in Contact Center Management, with at least 5-7 years in a leadership role. · Strong understanding of Contact Center operations, technologies, and best practices. · Excellent communication, interpersonal, and leadership skills. · Analytical mindset with the ability to interpret data and drive data-driven decisions. · Proficiency in Contact Center software, CRM systems, and reporting tools. · Ability to work in a fast-paced, dynamic environment and adapt to changing priorities. · Problem-solving skills and the ability to manage challenging situations with diplomacy and professionalism.Job tags
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