Contact Centre Manager
Core
Leading and managing all customer interaction channels (voice, digital, retail) to deliver exceptional customer experience while achieving operational efficiency and business objectives.
Role type
Senior IC Contact Centre Manager
Builds
Customer engagement services across call centre, digital, and retail retention channels
Domain
Financial Services / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Call Centre Management, Digital Customer Service Management, Retail Customer Retention Management, Contact Centre Operations Management, Performance Management, Reporting, Compliance, Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer Relationship Management (CRM) Software, Data Management, Digital Consumer Engagement, Sales Data Management
Preferred skills
Upselling, Identifying Sales Opportunities, Strengthening Customer Relationships, Probing Questions, Customer Understanding
Technologies
CRM Software
Responsibilities
Oversee day-to-day operations across voice, digital, and retention channels; Manage inbound and outbound call centre operations; Oversee customer interactions received through all digital channels; Lead customer retention and loyalty initiatives; Establish and track departmental KPIs and service targets; Ensure compliance with company policies, regulatory requirements, and data privacy standards.
Seniority
Senior, hands-on IC
