Job Description
We are seeking a Contact Center Manager to oversee daily operations of our BPO contact center, ensuring service excellence, operational efficiency, and client satisfaction across multiple campaigns.
Key Responsibilities
- Manage overall contact center operations, including staffing, performance, and service delivery.
- Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs.
- Collaborate with clients to understand business needs and ensure alignment with service goals.
- Analyze operational data and implement strategies to improve efficiency and customer satisfaction.
- Drive continuous improvement initiatives across training, quality, and workforce management.
- Ensure compliance with company policies, client requirements, and regulatory standards.
- Prepare and present performance reports to senior leadership and clients.
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