Contact Center Manager | Work from home

Job description
• *Job Title:** Contact Center Manager - Work from Home
• *Company:** IBM India
• *Location:** Kolkata, West Bengal, IN
• *Job Type:** Part-time
• *Seniority:** Mid-to-Senior Level
• *Years of Experience:** 8+
• *Job Description:**

IBM India is seeking a dedicated and hardworking Contact Center Manager to join our dynamic team on a part-time basis. This role is a critical component in sustaining our high standards of customer service and operational excellence. As a Contact Center Manager, you will oversee the daily operations of our virtual contact center, ensuring that our customers receive the highest level of service while fostering an entrepreneurial atmosphere within our organization.
• *Key Responsibilities:**

1. **Leadership & Team Management:**
- Lead, mentor, and motivate a team of contact center agents to achieve performance goals and develop their skills.
- Conduct regular team meetings to discuss objectives, provide feedback, and recognize outstanding performance.
- Implement effective training programs for new hires and ongoing training for existing staff to enhance service delivery.

2. **Performance Monitoring:**
- Monitor key performance indicators (KPIs) of the team to assess individual and collective performance.
- Analyze call metrics, workflow efficiency, and customer satisfaction feedback to identify areas for improvement.
- Conduct regular performance reviews and utilize data to make informed decisions regarding talent management.

3. **Operational Management:**
- Develop and maintain operational policies and procedures to ensure compliance with company standards and industry regulations.
- Collaborate with IT and other relevant departments to ensure the contact center infrastructure is optimized for effective communication.
- Manage scheduling, staffing, and workflow to ensure adequate coverage during peak hours.

4. **Customer Experience Enhancement:**
- Develop strategies to enhance the customer experience and implement feedback mechanisms.
- Address escalated customer inquiries or complaints in a professional manner, ensuring resolution is achieved efficiently.
- Engage with customers through various communication channels to solicit feedback and improve service delivery.

5. **Reporting & Analysis:**
- Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to senior management.
- Conduct research on industry trends and best practices to stay ahead of the competitive landscape in customer service.
- Utilize data analytics to drive strategic initiatives and operational improvements.

6. **Corporate Culture & Collaboration:**
- Promote a culture of continuous improvement and employee engagement within the team.
- Collaborate with cross-functional teams to develop integrated solutions and operational strategies that align with company goals.
- Foster an entrepreneurial spirit, encouraging innovation and proactive problem-solving among team members.
• *Requirements:**

- **Experience:** Minimum of 8 years of experience in contact center management or a related field, preferably in a remote or hybrid environment.
- **Education:** Bachelor’s degree in Business Administration, Management, or a related field; Master's degree preferred.
- **Skills:**
- Proficiency in CRM software and contact center technologies.
- Strong analytical and problem-solving skills, with the ability to synthesize information and make data-driven decisions.
- Excellent verbal and written communication skills.

- **Personality Traits:**
- Dedicated and hardworking with a commitment to excellence.
- Proactive and results-oriented, with the ability to work independently and manage multiple priorities.

- **Soft Skills:**
- Exceptional time management skills, with a proven ability to meet deadlines and prioritize tasks.
- Strong research and analytical skills, capable of conducting thorough investigations to inform decision-making.
• *Benefits:**
- Disability insurance
- Visa sponsorship
- Retirement plan
• *Working Environment:**
IBM India fosters an entrepreneurial atmosphere, encouraging innovation and creativity, even within an established organization. We aim to cultivate a workplace where every team member can thrive and contribute to our collective success.
• *Application Deadline:** 2024-10-27
• *Equal Opportunity Statement:**
IBM India is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, ****** orientation, national origin, genetics, disability, age, or veteran status.

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If you are a dedicated and hardworking professional with a passion for customer service and team development, we invite you to apply for this exciting opportunity at IBM India. Join us in driving innovation and exceptional service in our contact center operations.

How to apply:

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

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