Job Title: Contact Center Manager
Department: Customer Experience / CRM / Contact Center
Employment Type: Full-time
About the Role
We are looking for an experienced Contact Center Manager to lead and manage our customer support and service operations across multiple communication channels, including calls, WhatsApp, email, live chat, and social media. The ideal candidate should have strong experience in managing inbound and outbound teams, improving customer satisfaction, tracking performance, and ensuring smooth daily operations.
Key Responsibilities
- Manage the daily operations of the contact center, including inbound, outbound, WhatsApp, email, and chat support.
- Lead, train, and motivate customer service agents to deliver excellent customer experience.
- Monitor team performance against KPIs such as response time, resolution time, call quality, customer satisfaction, and conversion rates.
- Ensure customer queries, complaints, and escalations are handled professionally and resolved on time.
- Develop and implement SOPs for customer communication, escalation handling, follow-ups, and service recovery.
- Work closely with sales, eCommerce, retail, after-sales, logistics, and marketing teams to ensure a seamless customer journey.
- Analyze call center reports and customer feedback to identify improvement areas.
- Improve customer retention, service quality, and overall customer satisfaction.
- Ensure proper usage of CRM systems and maintain accurate customer records.
- Prepare daily, weekly, and monthly performance reports for management.
- Manage workforce planning, shift scheduling, attendance, and productivity.
- Identify training needs and conduct regular coaching sessions for the team.
- Support outbound campaigns, customer follow-ups, lead management, and loyalty initiatives.
Requirements
- Proven experience as a Contact Center Manager, Call Center Manager, CRM Manager, or Customer Service Manager.
- Experience managing inbound and outbound customer service teams.
- Strong understanding of CRM systems, call center tools, and reporting dashboards.
- Excellent communication, leadership, and problem-solving skills.
- Ability to manage escalations and handle difficult customer situations professionally.
- Strong analytical skills with experience in tracking KPIs and improving team performance.
- Experience in retail, eCommerce, luxury, watches, fashion, or consumer goods will be an advantage.
- Ability to work in a fast-paced environment and manage multiple priorities.
Key Skills
- Team management
- Customer experience
- CRM management
- Complaint handling
- Call quality monitoring
- KPI tracking
- Reporting and analytics
- Escalation management
- Process improvement
- Training and coaching
- Omnichannel support management
Preferred Experience
- 5+ years of experience in contact center or customer service operations.
- 2+ years in a team lead or managerial role.
- Experience handling regional or multi-location customer support operations is preferred.
Work Location: In person
