Customer Service Manager

Job Purpose

To lead the outsourced Contact Centre in delivering a bestinclass customer experience that creates loyal promoters of the brand. The role is accountable for driving daily operational excellence across inbound, outbound and email channels, ensuring the consistent achievement of all service, quality, productivity, and customer experience.

Sr. No.

Activity

Volumes (per month)

Remarks

1

Inbound

10000 12000 calls

Incoming Calls from Invesors & Distributors

2

Emails

5000 6000 emails

Emails from Investors & Distributors

3

Outbound Calling

5000 7000 calls

Outcalls to Investors & Distributors across mulitple journeys

4

Dashboards

5 7 Reports

Daily, Weekly & Monthly

Key Responsibilities

• Lead the daytoday operations of the outsourced Contact Centre across inbound, outbound and email channels.
• Drive the achievement of all operational and contractual KPIs, including Service Level, AHT, Abandonment Rate, FCR, QA, NPS, productivity, quality, and schedule adherence.
• Monitor daily performance, analyse trends, and implement corrective actions to address performance gaps.
• Manage vendor performance through regular operational reviews and ensure compliance with contractual SLAs and service standards.
• Optimise workforce planning, scheduling, and resource utilisation to meet business demands through vendor.
• Manage customer escalations and implement initiatives to improve customer satisfaction and loyalty.
• Collaborate with crossfunctional teams to drive operational improvements and enhance the customer experience.
• Manage operational budgets, productivity, and cost efficiency to achieve business objectives.
• Drive lead generation and revenue opportunities through inbound and outbound customer interactions.

Required Qualifications:

• 58+ years of experience in contact center or customer service operations.
• At least 23 years of leadership or managerial experience.
• Strong knowledge of contact center technologies, CRM systems, and workforce management tools.
• Proven experience managing operational metrics and customer service performance.
• Excellent leadership, communication, and decisionmaking skills.
• Proficiency in Microsoft Office and reporting tools.

Key Skills:

• Leadership and People Management
• Customer Experience Management
• Performance Management
• Workforce Planning
• Data Analysis and Reporting
• Process Improvement
• Coaching and Mentoring
• Communication and Presentation Skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.