Role & responsibilities

- Team leadership and management:
- Provide regular coaching, feedback, and performance evaluations to foster a high performance culture.
- Motivate and engage the team to ensure high morale and employee retention.
- Recruit, hire, train, and mentor contact center staff, including agents and team leaders.
- Address and resolve complex employee issues, performance problems, and conflicts.

- Operational strategy and process improvement:
- Develop and implement operational policies and procedures to enhance efficiency and service quality.
- Monitor and analyze KPIs such as AHT, CSAT, SLAs.
- Use data analytics to identify trends and opportunities for improvement in processes and service delivery.
- Collaborate with other departments to align contact center operations with broader business objectives.

- Workforce management:
- Forecast contact center needs and manage workforce planning and agent schedules to ensure adequate staffing levels.
- Monitor call queues and real-time performance to make necessary adjustments to staffing.





- Customer experience management:
- Implement quality assurance processes to monitor agent performance and ensure service standards are met.
- Use customer feedback to inform decision making and drive improvements in service delivery.

- Financial and administrative management
- Manage the departmental budget and resources to maximize operational productivity and meet financial targets.
- Prepare and present regular performance reports and action plans to senior management.
- Ensure compliance with company policies and industry regulations.

Preferred candidate profile

- Minimum of 6 years of experience in a managerial or leadership role within a Contact Center workplace.
- Proficiency with Contact Center software, CRM systems, and performance analysis tools.
- A minimum of a bachelors degree may be required.
- COPC certification with Hospitality background is a plus.

📌 Site Head (Gurugram)
🏢 Emaar India
📍 Gurugram