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
📍 Hyderabad