Contact Center Manager - Remote Work

Job Description:

BigBasket is looking for a Contact Center Manager to join our team in Kolkata, West Bengal. This is a full-time remote work position at the Associate Level, requiring a minimum of 5 years of experience in a contact center or customer service management role.

Responsibilities: 1. Lead and manage a team of remote customer service representatives, ensuring excellent service delivery and customer satisfaction. 2. Develop and implement strategies to improve contact center performance and drive key metrics such as response time, resolution rate, and customer feedback. 3. Monitor and analyze customer interactions to identify areas for improvement and implement training programs for the team. 4. Handle escalated customer issues and provide timely resolutions, maintaining a high level of professionalism and customer service. 5. Collaborate with other departments to ensure seamless communication and alignment on customer service initiatives. 6. Conduct regular performance reviews, provide feedback and coaching to team members, and address any performance issues promptly. 7. Stay up-to-date with industry trends and best practices in customer service management to drive continuous improvement within the contact center.

Requirements: 1. Minimum of 5 years of experience in a contact center or customer service management role. 2. Confident and independent personality traits. 3. Strong people management and negotiation skills. 4. Excellent communication and interpersonal skills. 5. Proven track record of driving results and meeting KPIs. 6. Ability to work in a fast-paced environment and handle multiple priorities simultaneously. 7. Proficiency in using CRM tools and contact center software.

Benefits: 1. Free food. 2. Disability insurance. 3. Profit sharing.

Equal Opportunity Statement: BigBasket is committed to creating a diverse and inclusive work environment where all employees feel valued and respected. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. All qualified applicants will receive consideration for employment.

Deadline to apply: June 11, 2024

Join BigBasket's remote team in Kolkata and make a difference in our customers' experience! Apply now.

How to apply:

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