Job Description

About Us:

At eClerx, we pride ourselves on providing exceptional customer service. Our inbound voice contact center is the heart of our customer interactions, and we are looking for a Senior Manager to lead our dedicated team. If you have a passion for customer satisfaction, team leadership, and operational excellence, we want you on our team.

Position Summary:

The Senior Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.

Key Responsibilities:

Leadership & Team Management:

+ Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
+ Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.

Operational Management:

+ Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
+ Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
+ Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.

Customer Experience:

+ Ensure that the highest level of customer service is provided in every interaction.
+ Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
+ Analyze customer feedback and trends to identify areas for improvement.

Strategic Planning & Execution:

+ Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
+ Collaborate with senior leadership to align contact center goals with overall company strategy.
+ Stay updated on industry trends and best practices to drive innovation and improvements.

Performance Management:

+ Conduct regular performance reviews and provide feedback to supervisors and agents.
+ Identify training needs and coordinate with the training department to ensure staff development.
+ Implement and manage incentive programs to motivate and reward high performance.

Reporting & Analysis:

+ Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.
+ Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Qualifications:

Bachelor's degree in any field. Minimum of 7 years of experience in contact center management Proven track record of leading and managing large teams in a high-volume contact center environment. Strong analytical and problem-solving skills, with the ability to make data-driven decisions. Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization. Proficient in contact center software and technologies. * Strong organizational skills and attention to detail.