Job Description: Manager Operations (Contact Centre/BPO/Call Centre)
We are hiring for a leading MNC company, having offices across the globe.
Location: Chennai
Experience: 9+ years
Relevant Experience: 5+ years
Reports To: Service Delivery Manager: Global Contact Centres
Business Unit: Customer & Operations
Position Purpose
The Contact Centre Operations Manager is responsible for managing a workforce planning team and ensuring effective contact centre operations across 33 centres in 23 countries. The role aims to improve customer experience, operational efficiency, and sales performance through the implementation of global initiatives.
Key Responsibilities
- Drive Operations Efficiency, Conversion Improvements, and Great CX:
- Develop and implement a continuous improvement program.
- Identify and address areas of improvement in contact centre operations.
- Collaborate with cross-functional teams to optimize performance.
- Manage end-to-end projects related to operational improvements.
- Foster a culture of continuous improvement and knowledge sharing.
- Monitor and evaluate the effectiveness of implemented changes.
- Conversion and KIT Campaigns:
- Prioritize and ensure optimal agent assignment for maximum conversion performance.
- Customer Experience:
- Develop initiatives to improve customer experience at contact centre touch points.
- Ensure appropriate CX measures and service standards are in place.
- People Management:
- Demonstrate commitment to the company's values and standards.
- Encourage a cooperative team environment.
- Provide leadership, development, and coaching to regional contact centre leaders.
- Promote company culture and philosophies across the contact centre network.
- Collaboration:
- Work with product and technology teams to plan enhancements.
- Regularly meet with regional teams to discuss results and recommend best practices.
- Contribute to the Contact Centre Community by sharing experiences and lessons learned.
- Process & Compliance:
- Ensure all customer interactions are recorded accurately and timely.
- Comply with local laws and legislation related to calls.
- Review and improve established processes for efficiency and relevance.
- Align with company technology/business policies and procedures.
- Reporting:
- Track progress versus targets.
- Monitor and report lead generation and conversion rates.
- Report trends and issues to management.
- Maintain high data integrity.
- Person Specification
Essential Requirements:
- Minimum 5 years experience in leading/managing contact centre operations, including workforce planning.
- Proven experience in a continuous improvement or project environment.
- Strong knowledge of project and change management frameworks (e.g., Lean Six Sigma, Agile).
- Experience in inbound/outbound contact centre environments, with omni-channel digital experience.
- Thorough understanding of contact centre KPIs, technologies, and business outcome levers.
- Strong analytical abilities and experience correlating workforce planning with financial outcomes.
- Excellent verbal and written communication skills.
- Ability to work effectively in a team environment.
- Strong organizational and time management skills.
- Ability to work with people from diverse cultural backgrounds.
- Results-driven with a positive attitude.
- Experience in outbound calling and automated dialer technology.
Desirable Requirements:
- Experience in an online environment.
- Experience using Genesys/NICE platforms, including workforce management.
- Experience managing global, multi-site contact centre operations.
- Knowledge of international education and customer experiences for students studying overseas.
