Contact Center Manager

Groupl FZE - Formal • Full-time • India • ₹ 65,000 - ₹ 75,000 / month • 3h ago

📢 Job Title: Contact Center Manager

📍 Location: Kochi, Kerala, India

💰 Salary: ₹65,000 – ₹75,000 (Gross)

🕒 Employment Type: Full-Time

🎯 Experience Required: 5+ Years (Preferred)

👥 Team Handling: 15+ Employees

📝 Job Description

We are looking for a proactive and experienced Contact Center Manager to oversee daily operations and ensure exceptional customer service delivery. The ideal candidate will have strong leadership skills, operational expertise, and the ability to manage and motivate a team in a fast-paced environment.

🔧 Key Responsibilities

• Manage day-to-day operations of the contact center

• Lead, train, and monitor team performance

• Ensure high levels of customer satisfaction and service quality

• Track KPIs (call handling time, resolution rate, CSAT, etc.)

• Prepare performance reports and identify improvement areas

• Handle escalations and resolve customer issues effectively

• Coordinate with internal departments for smooth workflow

• Implement strategies to improve efficiency and productivity

✅ Requirements

• Minimum 5+ years of experience in contact center / customer service management

• Proven experience handling a team of 15+ employees

• Strong leadership and people management skills

• Excellent communication and problem-solving abilities

• Ability to analyze reports and improve operational performance

• Experience with CRM tools and contact center systems preferred

🎁 Benefits

• Competitive salary package

• Career growth opportunities

• Professional and supportive work environment

• Performance-based incentives (as per company policy)

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