Contact Center Operations Manager

Job Purpose Responsible for overseeing and managing the overall contact center operations, ensuring operational efficiency, service quality, and achievement of business targets. Lead operational teams, optimize workforce utilization, monitor performance, and ensure consistent delivery of an excellent customer experience while meeting contractual and organizational KPIs. Key Responsibilities • Oversee daily contact center operations across inbound and outbound channels, ensuring service levels and operational targets are achieved. • Develop and implement operational strategies to improve productivity, efficiency, and customer satisfaction. • Manage and lead contact center supervisors, team leaders, and operational staff, ensuring effective performance and accountability. • Monitor key operational KPIs, including Service Level, Average Handling Time (AHT), First Call Resolution (FCR), Abandonment Rate, and Customer Satisfaction (CSAT). • Ensure optimal workforce planning and resource allocation in coordination with Workforce Management (WFM). • Review operational reports and performance trends, identifying gaps and implementing corrective action plans. • Ensure compliance with client requirements, contractual obligations, internal policies, and operational procedures. • Lead continuous improvement initiatives to enhance processes, reduce operational costs, and improve service delivery. • Coordinate with Quality Assurance, Training, Workforce Management, IT, and other departments to address operational challenges. • Oversee operational escalations and ensure timely resolution of critical customer and business issues. • Support recruitment, onboarding, training, and development plans to maintain operational capacity and workforce readiness. • Manage operational budgets and ensure efficient utilization of available resources. Qualifications & Experience • Bachelor's degree in Business Administration, Management, or a related field. • 4–8 years of experience in contact center operations, with at least 3 years in a managerial role. • Proven experience managing large-scale contact center operations, preferably in an outsourced or BPO environment. • Strong understanding of contact center technologies, CRM systems, WFM tools, and performance management platforms. • Experience managing client-facing operations and SLA-driven environments. Key Skills • Contact Center Operations Management • Operational Planning & Execution • KPI & SLA Management • Workforce Management (WFM) • Performance Management • Budgeting & Cost Optimization • Client Relationship Management • Process Improvement • Quality Assurance Management • Capacity Planning • Problem Solving & Decision Making • Leadership & Team Development • Data Analysis & Reporting • Stakeholder Management

Oversee daily contact center operations across inbound and outbound channels, ensuring service levels and operational targets are achieved. Develop and implement operational strategies to improve productivity, efficiency, and customer satisfaction. Manage and lead contact center supervisors, team leaders, and operational staff, ensuring effective performance and accountability. Monitor key operational KPIs, including Service Level, Average Handling Time (AHT), First Call Resolution (FCR), Abandonment Rate, and Customer Satisfaction (CSAT). Ensure optimal workforce planning and resource allocation in coordination with Workforce Management (WFM). Review operational reports and performance trends, identifying gaps and implementing corrective action plans. Ensure compliance with client requirements, contractual obligations, internal policies, and operational procedures. Lead continuous improvement initiatives to enhance processes, reduce operational costs, and improve service delivery. Coordinate with Quality Assurance, Training, Workforce Management, IT, and other departments to address operational challenges. Oversee operational escalations and ensure timely resolution of critical customer and business issues. Support recruitment, onboarding, training, and development plans to maintain operational capacity and workforce readiness. Manage operational budgets and ensure efficient utilization of available resources.