Contact Center Manager

Job Description:

Khatabook is looking for an experienced Contact Center Manager to join our team in Chennai, Tamil Nadu. As a mid-to-senior level professional with at least 7 years of experience, you will be responsible for overseeing the daily operations of our contact center, managing a team of customer service representatives, and ensuring that all customer inquiries and concerns are addressed promptly and effectively.

Responsibilities: - Develop and implement strategies to improve customer satisfaction and retention rates - Monitor and analyze performance metrics to identify areas for improvement - Train and mentor customer service representatives to ensure they are equipped to handle customer inquiries effectively - Manage day-to-day operations of the contact center, including scheduling, staffing, and quality assurance - Collaborate with other departments to address customer issues and streamline processes - Handle escalated customer complaints and provide resolution in a timely manner - Keep abreast of industry trends and best practices in customer service management

Requirements: - Bachelor's degree in business administration or a related field - Proven experience as a Contact Center Manager or similar role - Excellent communication and interpersonal skills - Strong leadership abilities with a track record of effectively managing teams - Proficiency in CRM software and Microsoft Office Suite - Energetic and motivated personality traits - Strong negotiation and people management skills - Ability to work in a fast-paced environment and meet deadlines - Knowledge of customer service principles and practices

Benefits: - Company transportation - Relocation allowance - Travel opportunities - Supportive working environment that prioritizes personal and professional development

Deadline to apply: 2024-06-29

Equal Opportunity Statement: Khatabook is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, marital status, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

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