Contact Center Manager

Job Description:

Dailyhunt, a leading news and content platform in India, is seeking a passionate and reliable Contact Center Manager to join our team in Mumbai, Maharashtra. As a Mid-to-Senior Level position, the Contact Center Manager will be responsible for overseeing the daily operations of our contact center, ensuring high-quality customer service and efficient call handling.

Responsibilities: 1. Lead a team of contact center agents, providing guidance, coaching, and mentoring to ensure excellent customer service delivery. 2. Develop and implement strategies to optimize contact center operations and enhance efficiency. 3. Monitor performance metrics, analyze data, and create reports to track progress and identify areas for improvement. 4. Collaborate with cross-functional teams to ensure seamless communication and alignment on customer service goals. 5. Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner. 6. Conduct regular training sessions for contact center agents to enhance their skills and knowledge. 7. Implement best practices and continuous improvement initiatives to drive customer satisfaction and loyalty. 8. Stay up-to-date on industry trends and developments in contact center technology and best practices.

Requirements: 1. Minimum of 7 years of experience in a contact center management role. 2. Proven track record of successfully leading a team of contact center agents to achieve performance goals. 3. Strong people management skills with the ability to motivate and inspire team members. 4. Creative problem-solving skills to address complex customer issues and optimize contact center performance. 5. Excellent communication and interpersonal skills to collaborate with internal and external stakeholders. 6. Proficiency in contact center technology and software applications. 7. Bachelor's degree in Business Administration or a related field is preferred.

Personality Traits: Passionate about customer service and team leadership. Reliable and accountable for delivering results.

Soft Skills: People management skills to build and lead a high-performing team. Creativity to drive innovation and continuous improvement in contact center operations.

Benefits: Medical coverage Travel & spending expenses Free food

Working Environment: Thrive in an environment that embraces and navigates change seamlessly.

Deadline to Apply: June 7, 2024

Equal Opportunity Statement: Dailyhunt is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by applicable laws. We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and empowered to succeed.

How to apply:

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