Contact Center Manager - Remote Work

Job Description:

Flipkart is seeking a responsible and experienced Contact Center Manager to join our team in a remote work setting. As a Contact Center Manager, you will oversee and manage all aspects of our contact center operations to ensure high-quality customer service and satisfaction. This role requires a hands-on approach, excellent communication skills, and the ability to lead a team of contact center agents effectively.

Responsibilities: 1. Develop and implement strategies to improve customer service and satisfaction levels within the contact center. 2. Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes. 3. Lead and motivate a team of contact center agents to achieve performance goals and targets. 4. Conduct regular training sessions to ensure agents are equipped with the necessary skills and knowledge. 5. Manage customer escalations and resolve issues in a timely and effective manner. 6. Collaborate with other departments to improve overall customer experience and operational efficiency. 7. Develop and implement policies and procedures to ensure smooth operations within the contact center. 8. Stay updated on industry trends and best practices in customer service and contact center management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 7 years of experience in contact center management or customer service. 3. Excellent communication and interpersonal skills. 4. Strong leadership and team management abilities. 5. Proven track record of achieving KPIs and targets. 6. Ability to work independently and make decisions in a fast-paced environment. 7. Proficiency in contact center software and CRM systems. 8. Driven and confident personality traits. 9. Strong planning and organizational skills.

Benefits: 1. Training & professional development opportunities. 2. Free food provided. 3. Vision insurance coverage.

Working Environment: At Flipkart, we value autonomy and independence, trusting our employees to excel in their roles. Our remote work environment allows for flexibility and encourages a healthy work-life balance.

Equal Opportunity Statement: Flipkart is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workforce.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.