Customer Service Manager

Job Description

Job Purpose

To lead the outsourced Contact Centre in delivering a best-in-class customer experience that creates loyal promoters of the brand. The role is accountable for driving daily operational excellence across inbound, outbound and email channels, ensuring the consistent achievement of all service, quality, productivity, and customer experience.

Key Responsibilities -

• Lead the day-to-day operations of the outsourced Contact Centre across inbound, outbound and email channels.
• Drive the achievement of all operational and contractual KPIs, including Service Level, AHT, Abandonment Rate, FCR, QA, NPS, productivity, quality, and schedule adherence.
• Monitor daily performance, analyse trends, and implement corrective actions to address performance gaps.
• Manage vendor performance through regular operational reviews and ensure compliance with contractual SLAs and service standards.
• Optimise workforce planning, scheduling, and resource utilisation to meet business demands through vendor.
• Manage customer escalations and implement initiatives to improve customer satisfaction and loyalty.
• Collaborate with cross-functional teams to drive operational improvements and enhance the customer experience.
• Manage operational budgets, productivity, and cost efficiency to achieve business objectives.
• Drive lead generation and revenue opportunities through inbound and outbound customer interactions.

Required Qualifications:

• 5-8+ years of experience in contact center or customer service operations.
• At least 2-3 years of leadership or managerial experience.
• Strong knowledge of contact center technologies, CRM systems, and workforce management tools.
• Proven experience managing operational metrics and customer service performance.
• Excellent leadership, communication, and decision-making skills.
• Proficiency in Microsoft Office and reporting tools.

Key Skills:

• Leadership and People Management
• Customer Experience Management
• Performance Management
• Workforce Planning
• Data Analysis and Reporting
• Process Improvement
• Coaching and Mentoring
• Communication and Presentation Skills