Senior Manager, Contact Center

Overview

Senior Manager, Contact Center role leading a high-performing team delivering customer, associate and candidate service through conversation, phone and chat support, with a focus on people management, performance optimization and continuous improvement.

What you'll do

• Define and execute the strategic vision for the contact center, aligning goals with broader organizational objectives and customer service standards.
• Lead and mentor people managers and their teams, setting performance expectations, conducting evaluations and identifying growth opportunities through coaching and training.
• Oversee daily operations, ensuring service level agreements (SLAs), quality metrics and customer satisfaction targets are consistently met.
• Allocate resources to manage call and chat volumes, optimize staffing and ensure smooth operations during peak periods.
• Drive recruitment, onboarding and retention strategies to build a skilled and motivated workforce, and foster a culture of learning and career progression.
• Develop and enforce contact center policies, procedures and best practices to ensure consistency, compliance and efficiency.
• Champion a customer-centric approach by analyzing feedback, identifying pain points and implementing service enhancements.
• Ensure adherence to legal, regulatory and company standards, and proactively identify and mitigate operational risks.
• Collaborate with cross-functional teams and senior leadership to align on goals, share insights and resolve escalations.
• Lead change initiatives, including technology upgrades, process improvements and organizational shifts, ensuring smooth transitions.
• Address and resolve internal team conflicts or interdepartmental issues with professionalism and fairness.
• Monitor KPIs and generate reports to provide actionable insights and recommendations to leadership.

What you'll need

• Bachelor's degree in Business, Retail Management, Technology, Communications, or related field and 4 years' experience in retail management, business, technology, communications, or related area; or
• 6 years' experience in business, technology, communications, or related area, plus 2 years' supervisory experience and 5 years' experience in customer service, contact center, service desk, or related area.
• Leadership and people management skills to inspire and guide teams toward high performance and engagement.
• Deep understanding of customer service principles and a passion for delivering outstanding support.
• Strategic thinking: ability to translate vision into actionable plans and anticipate future needs.
• Analytical and decision-making skills: use data to drive decisions and solve complex problems.
• Strong verbal and written communication skills to influence and collaborate effectively.
• Change management: lead teams through change with clarity, empathy and structure.
• Conflict and crisis management: navigate and resolve issues swiftly and constructively.
• Operational acumen: expertise in contact center metrics, workforce management and service delivery models.
• Technology proficiency: familiarity with contact center platforms, CRM tools and digital communication systems.
• Adaptability: thrive in a dynamic environment and embrace continuous improvement.

Nice to have

• Leading cross-functional teams.
• Master's degree in Business Administration, Engineering, Operations, or related field.
• Project management experience and/or Project Management Certification.
• Supervisory experience.

Details

• Location: Bangalore, India (Bldg 2 Cumulus Prestige Tech Cloud).
• Work mode: based in the Bangalore office for daily work, with flexibility for associates to manage personal lives.