The Senior Manager, Contact Center Operations, will lead operational support teams to deliver an exceptional customer experience through execution of strategic process alignment, continuous improvement, and resource development. In addition, this role engages directly with internal teams, external teams, and customers to ensure we are delivering best in class support and service.
Responsibilities
Leader of assigned Contact Center teams
Knowledge Center metric performance and daily management
Drives team excellence through established KPIs
Focuses on and improves operational processes and gaps
Has a continuous improvement mindset
Champions the customer experience
Guides the teams in establishing standard work
Accountable for escalation response oversight for assigned teams
Responsible for efficiency improvements and implementation of strategic operations initiatives
Leads team in continuous customer experience improvements.
Accountable for coaching and development of team leaders
Drive employee engagement and retention
Responsible for assets, expenses and ensures operating budgets are met
Responsible for performance reviews, counseling/disciplinary actions, and additional personnel decisions
Establishes policies and procedures to meet a high-quality standard
Performs all other duties assigned by upper management and executive leadership teams
Regular performance updates and presentations to upper and executive leadership teams
Required Skills / Qualifications
Education: Bachelors Degree Preferred
Experience: Minimum 3+ years of managerial level experience with an emphasis on leadership development and process improvement
Leadership: Proven ability to manage, motivate, and coach a diverse team in a rapid-paced, high-volume contact center setting. Prior supervisory or team lead experience required.
Analytical & Data-Driven: Solid ability to interpret dashboards, reports, and real-time metrics to make informe
📌 Opening For Senior Manager, Contact Center Operations Bengaluru
🏢 Gilbarco Veeder-Root
📍 Bengaluru
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