Senior Manager - Contact Center

Functional Expertise

• 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.
• Aligns teams across marketing, sales, and operations for a seamless customer journey.
• Implements AI, automation, and omnichannel solutions to enhance customer interactions.