Online Contact Center Manager

Job Description:

Unacademy is looking for a part-time Online Contact Center Manager to join our team in Kolkata, West Bengal, IN. The ideal candidate for this position should have at least 7 years of experience in a similar role. As a Mid-to-Senior Level Online Contact Center Manager, you will be responsible for overseeing all aspects of our online contact center operations to ensure efficient and effective customer service delivery.

Responsibilities: 1. Manage a team of online customer service representatives to ensure high levels of customer satisfaction. 2. Develop and implement contact center strategies to optimize operational efficiency and effectiveness. 3. Monitor and analyze key performance metrics to identify areas for improvement and implement necessary changes. 4. Train and coach team members on best practices for customer interactions and issue resolution. 5. Work closely with other departments to ensure seamless coordination and communication. 6. Handle escalated customer inquiries and complaints in a professional and timely manner. 7. Keep abreast of industry trends and best practices to continuously improve the contact center operations. 8. Collaborate with IT teams to ensure that contact center technology is up to date and meeting the needs of the business. 9. Develop and implement quality assurance processes to maintain high levels of service quality.

Requirements: 1. 7+ years of experience in a contact center management role. 2. Strong leadership skills with the ability to motivate and inspire a team. 3. Excellent communication and interpersonal skills. 4. Ability to work in a fast-paced and dynamic environment. 5. Strong problem-solving and decision-making skills. 6. Experience with contact center technology and systems. 7. Hardworking and adaptable personality traits. 8. Strong teamwork skills.

Benefits: - Medical coverage - Free food - Travel & spending expenses

Working Environment: At Unacademy, we are dedicated to understanding and exceeding customer expectations. We strive to create a positive and inclusive work environment where all employees feel valued and supported.

Equal Opportunity Statement: Unacademy is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. We encourage individuals of all backgrounds to apply for this position.

How to apply:

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