Contact Center Manager

Job Description:

Urban Company is seeking a Contact Center Manager to join our team in Mumbai, Maharashtra. As a part-time Associate Level position, the Contact Center Manager will be responsible for overseeing the day-to-day operations of our contact center, ensuring efficient and high-quality customer service delivery.

Responsibilities: - Manage and supervise a team of contact center agents, providing leadership and guidance to meet performance goals - Develop and implement contact center strategies to improve customer experiences and increase operational efficiency - Monitor contact center KPIs and performance metrics, analyzing data to identify trends and make informed decisions - Train and onboard new contact center agents, ensuring they have the necessary skills and knowledge to succeed in their roles - Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner - Collaborate with other departments to streamline processes and improve cross-functional communication - Stay up to date on industry trends and best practices in contact center management, making recommendations for continuous improvement

Requirements: - 5 years of experience in contact center management or a related field - Strong communication skills and emotional intelligence to handle challenging customer interactions - Adaptability and resilience to thrive in a fast-paced and dynamic work environment - Ability to lead and motivate a team to achieve performance targets and deliver exceptional customer service - Knowledge of contact center technologies and tools, such as CRM systems and workforce management software

Benefits: - Retirement plan - Parental leave - Company transportation

Working Environment: At Urban Company, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value creativity, innovation, and collaboration, and strive to create a supportive and inclusive work environment where everyone has the opportunity to succeed.

Equal Opportunity Statement: Urban Company is an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace. We welcome and encourage applications from all qualified individuals, regardless of race, gender, age, disability, or any other protected characteristic.

Deadline to apply: 2024-07-04

If you meet the requirements and are interested in this exciting opportunity, we encourage you to apply and be a part of our growing team at Urban Company!

How to apply:

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