Role & responsibilities

- Oversee the daily operations of the customer experience team, ensuring productive management of contact center operations.
- Develop and implement strategies to enhance inbound and outbound operations, focusing on improving customer satisfaction and service delivery.
- Manage and optimize IVR, ACD, DID, SIP/VoIP, and call routing systems to ensure seamless communication and customer interaction.
- Oversee CRM and dialler management, ensuring systems are up-to-date and effectively utilized by the team.
- Lead efforts in MIS and dashboard reporting to provide comprehensive insights into operational performance and identify areas for improvement.
- Utilize advanced Excel skills to analyze data, forecast trends, and support decision-making processes.
- Collaborate with cross-functional teams to align customer experience initiatives with organizational goals.
- Mentor and guide team members, fostering a culture of excellence and continuous improvement in customer service operations.

📌 Senior Manager (Hyderabad)
🏢 Nextenti Tech Private
📍 Hyderabad