
Contact Center Operations Manager
1 day ago
We are looking for an experienced Contact Center Operations Manager to lead and manage all customer interaction touchpoints across multiple channels — including inbound and outbound voice, eCare (email, chat, and social media), and fulfillment operations. This role plays a crucial part in shaping and executing the organization's customer experience and retention strategies, ensuring service excellence across all engagements.
Key Responsibilities
Operational Strategy & Execution
- Oversee daily contact center operations (inbound, outbound, chat, email, and fulfillment).
- Implement contact management strategies that optimize service levels, resolution rates, and customer satisfaction.
- Monitor and drive key performance metrics such as NPS, churn rate, first call resolution, and save/upsell rate.
- Manage VIP accounts and ensure high-quality service for key customers.
- Identify recurring customer pain points and lead initiatives to eliminate defects and service failures.
Vendor & Stakeholder Management
- Manage relationships with outsourced partners to ensure alignment with service quality and contractual obligations.
- Evaluate vendor performance, recommend contract renewals or terminations, and onboard new partners as needed.
- Collaborate with marketing and operations teams to support retention and customer loyalty programs.
People Leadership
- Lead and develop a large operations team; foster a culture of accountability, service excellence, and growth.
- Build leadership and succession within the team through coaching and performance management.
Qualifications
- Bachelor's degree in any field (Business, Communications, or related discipline preferred).
- Minimum 8 years of experience managing large contact center teams, ideally in telecommunications, technology, or BPO/shared services environments.
- Strong background in multi-channel operations (voice, chat, email, and social media).
- Proven track record in vendor management and customer retention strategies.
- Proficient in MS Office, particularly Excel, and familiar with contact center tools (WFM, CRM, reporting systems).
- Excellent communication, leadership, and analytical skills.
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Company Christmas gift
- Company events
- Flexible schedule
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
Work Location: In person
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