Senior Manager

Requisition Id: 14179

We are looking for a results-driven Senior Operations Manager to lead the day-to-day operations of our contact center. In this role, you will manage our customer service teams, optimize workflows, and collaborate with cross-functional departments to ensure high performance and exceptional customer satisfaction.

Key Responsibilities

Team Leadership: Lead, mentor, and develop supervisors, agents, and support staff.
Daily Operations: Ensure customer inquiries are handled promptly and professionally to meet team KPIs (SLA, AHT, FCR, and CSAT).
Vendor Management: Oversee and drive external vendor partners to ensure execution and performance standards are met.
Process Improvement: Implement and optimize workflows to improve team productivity and cost efficiency.
Workforce Management: Collaborate with the WFM team to handle staffing, scheduling, and resource allocation across shifts.
Quality & Training: Partner with Quality and Training teams to ensure consistent performance through coaching and skill development.
Reporting & Escalations: Handle critical customer escalations and provide performance reports and insights to senior management.

Key Interactions

Internal: Marketing, IT, Service Excellence, and Unit/Branch Operations teams.
External: Vendor partners, Callers, and Patients.

Qualifications & Requirements

Education & Experience

Education: Bachelor’s degree / Graduation in any discipline.
Overall Experience: Minimum 12 years of experience in contact center operations.
Leadership Experience: At least 5 years in a dedicated managerial or lead role managing large teams.

Core Skills & Competencies

Strong leadership and team-building capabilities.
Deep knowledge of contact center systems (ACD, CRM, WFM, IVR).
Excellent data tracking skills (Advanced Excel proficiency preferred).
Ability to handle high-pressure environments and solve problems quickly.