Contact center manager to ensure a professional and service-oriented work environment by monitoring employee performance and taking the necessary actions to motivate when required. Using effective communication skills, contact center team leaders must liaise and supervise effectively. Contact center manager must be well versed in all aspects of reporting, communications.

Duties and Responsibilities 

Managing a team of contact center representatives directly and directing their activities for the achievement of contact center targets and goals. 

Managing the overall performance analysis of existing activities and programs. 

Developing and supervising a team of representatives and preparing their performance reports. 

Developing new lead targeting schemes, and scripting for the optimization of existing programs. 

Monitoring team performance to ensure that the contact center goals are met and supporting contact center quality and training efforts. 

Measuring and demonstrating the group productivity as well as the individual’s reports related to customer outcomes. 

Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes. 

Identifying, recommending, and supporting the implementation of various programs for the improvement of contact center processes. 

Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team. 

 Qualification:

Educational Qualification: Bachelor’s Degree with Fluent English

Experience - Minimum 5 years work experience in a Contact Centre preferably from Event Industry

Job Type: Full-time Timing – General Office Hours (9:30 AM to 6:30 PM, Monday to Saturday) (No Shifts)

Ability to work efficiently in a high demand, team oriented, and fast-paced environment.

Ability to multi-task

Ability to deal with stressful situations.

Solid problem-solving skills and excellent Management skills.

Excellent verbal and written communication skills

Excellent knowledge of MS Office.