Senior Manager

Role & responsibilities

• Oversee the daily operations of the customer experience team, ensuring efficient management of contact center operations.

• Develop and implement strategies to enhance inbound and outbound operations, focusing on improving customer satisfaction and service delivery.

• Manage and optimize IVR, ACD, DID, SIP/VoIP, and call routing systems to ensure seamless communication and customer interaction.

• Oversee CRM and dialler management, ensuring systems are up-to-date and effectively utilized by the team.

• Lead efforts in MIS and dashboard reporting to provide comprehensive insights into operational performance and identify areas for improvement.

• Utilize advanced Excel skills to analyze data, forecast trends, and support decision-making processes.

• Collaborate with cross-functional teams to align customer experience initiatives with organizational goals.

• Mentor and guide team members, fostering a culture of excellence and continuous improvement in customer service operations.