Job Description
At eClerx, we pride ourselves on providing exceptional customer service. Our inbound voice contact center is the heart of our customer interactions, and we are looking for a Senior Manager to lead our dedicated team. If you have a passion for customer satisfaction, team leadership, and operational excellence, we want you on our team.

Position Summary:
The Senior Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.

Key Responsibilities:
- Leadership & Team Management:
- Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
- Foster a positive and inclusive work setting that encourages teamwork and continuous improvement.
- Operational Management:




- Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
- Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
- Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
- Customer Experience:
- Ensure that the highest level of customer service is provided in every interaction.
- Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
- Analyze customer feedback and trends to identify areas for improvement.
- Strategic Planning & Execution:
- Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
- Collaborate with senior leadership to align contact center goals with overall company strategy.
- Stay updated on industry trends and best practices to drive inno

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