L

Remote Contact Center Manager

salary Salary :

₹63,129 - 86,387 monthly

icon building Company : Lendingkart
icon briefcase Job Type : Part-Time
icon remote-alt Remote / Work from Home

Number of Applicants

 : 

000+

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Open only for candidates based in India

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Job Description - Remote Contact Center Manager

**Job Title:** Remote Contact Center Manager **Company:** Lendingkart **Location:** Delhi, Delhi, IN **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6+


### Job Description


Lendingkart, a leader in providing innovative financial solutions, is seeking a passionate and experienced Remote Contact Center Manager to lead our contact center operations. This is an exciting opportunity for a motivated professional who thrives in a dynamic environment and is committed to delivering outstanding customer service. In this role, you will oversee a team of contact center agents, implement best practices, and ensure the seamless execution of customer support functions.


### Responsibilities


- **Team Leadership:** - Supervise and motivate a team of contact center representatives, instilling a culture of high performance and commitment to customer satisfaction. - Conduct regular coaching and training sessions to enhance team skills and performance. - Foster an environment of open communication, encouraging feedback and collaboration.


- **Operational Management:** - Monitor and evaluate the daily performance of the contact center, ensuring adherence to established service level agreements (SLAs). - Analyze call volume trends, manage staffing levels accordingly, and optimize schedules to ensure maximum efficiency. - Develop, implement, and maintain standard operating procedures (SOPs) for contact center operations to enhance service delivery.


- **Performance Metrics:** - Establish performance metrics, KPIs, and reporting systems to track agent performance and overall contact center effectiveness. - Utilize data analytics to identify areas for improvement and create action plans to address any identified issues.


- **Customer Experience:** - Ensure exceptional customer service is delivered consistently by conducting quality assurance evaluations and providing constructive feedback to team members. - Handle escalated customer inquiries and complaints, employing persuasive skills to resolve issues and restore customer confidence.


- **Strategic Development:** - Collaborate with senior management to develop and execute contact center strategies aligned with corporate goals and customer expectations. - Actively contribute to ongoing projects aimed at enhancing service delivery and operational efficiency.


- **Technology Utilization:** - Utilize contact center technology and customer relationship management (CRM) tools to streamline processes and improve customer interactions. - Keep abreast of industry trends and emerging technologies to recommend improvements to enhance the customer experience.


### Requirements


- **Education:** - Bachelor’s degree in Business Administration, Management, or a related field. Relevant certifications in contact center management are a plus.


- **Experience:** - Minimum of 6 years of experience in contact center management or a similar role, with proven experience in leading teams in a remote environment.


- **Skills:** - Exceptional people management skills, with the ability to inspire, motivate, and develop team members remotely. - Strong persuasive communication skills and the ability to handle challenging customer interactions effectively. - Proficient in data analysis and performance metrics reporting.


- **Personality Traits:** - Energetic and enthusiastic leader who can engage remote teams and foster positive work culture. - Highly motivated and goal-driven, with a passion for delivering exceptional customer service.


### Benefits


- Paid overtime. - Comprehensive medical coverage. - Gym membership to promote health and wellness. - Opportunities for unlimited personal and professional growth.


### Working Environment


At Lendingkart, we prioritize your development as much as our business success. Join us to experience a supportive remote work environment that fosters professional growth and promotes work-life balance.


### Application Deadline


Please submit your application by **September 27, 2024**.


### Equal Opportunity Statement


Lendingkart is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

How to apply:

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

Work Schedule

This job has the following work schedule:

  • Flexible

Benefits & Perks

This job has the following benefits:

  • Remote work flexibility
Original job Remote Contact Center Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
Open only for candidates based in India

This job is no longer accepting applications.

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