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: Robust ability to interpret dashboards, reports, and real-time metrics to make informed operational decisions.
Customer-Centric Mindset: Ability to understand customer needs, incorporate feedback, and align team behavior with service expectations.
Communication Skills: Excellent verbal and written communication skills in English; ability to communicate clearly with team members, managers, and customers.
Decision-Making: Sound judgment in managing workload fluctuations, escalations, and competing priorities

📌 Senior Manager Contact Center Operations Opening Bengaluru (India)
🏢 Gilbarco Veeder-Root
📍 India