Contact Center Manager

Contact Centre Manager (Inbound) – Customer Service

Role overview

We are hiring a Senior Manager for our financial services business to lead the inbound contact centre for customer service across all lending products and the full customer lifecycle. This role is accountable for end-to-end inbound call operations (in-house + outsourced), IVR/self-serve design, service quality, and complaint resolution for the call-centre channel.

What you’ll do

• Own daily inbound operations across a hybrid model (in-house + vendor) and deliver consistent customer experience through strong floor governance, productivity management, and issue resolution.
• Define and institutionalize SLAs and performance metrics from scratch, including service level/ASA, abandonment, AHT, FCR, CSAT, repeat contact rate, and quality scores;
  drive continuous improvements against benchmarks.
• Build capacity planning and WFM governance from scrat...