Senior Manager - Contact Center (8X7V987R)

Role Overview

We are looking for a highly experienced and strategic Senior Manager – Contact Center to lead and optimize customer engagement operations. This role is responsible for driving operational excellence, enhancing customer experience, and leading digital transformation initiatives within a fast-paced banking environment.

Key Responsibilities

• Lead and manage end-to-end contact center operations across voice and digital channels
• Develop and implement strategies to improve customer experience and operational efficiency
• Monitor and drive key performance indicators such as SLA, AHT, FCR, and customer satisfaction scores
• Oversee workforce planning, scheduling, and performance management across teams
• Drive digital transformation initiatives including automation, AI integration, and CRM optimization
• Manage vendor relationships and ensure consistent service quality across outsourced operations
• Analyze customer data and generate actionable insights to improve service delivery
• Handle escalations and ensure timely resolution of critical customer issues
• Ensure compliance with regulatory requirements and internal policies
• Lead, mentor, and develop high-performing teams

Candidate Profile

• Bachelor's Degree in Business Management, Operations, or a related field
• MBA or professional certifications will be an added advantage
• Minimum 8–10 years of experience in Contact Center / Customer Service operations
• Proven leadership experience in managing large teams and multi-channel environments
• Prior experience in the banking or financial services sector is highly preferred

Skills & Competencies

• Strong leadership and team management capabilities
• In-depth knowledge of contact center operations and performance metrics
• Experience with CRM systems, automation, and digital service tools
• Excellent analytical and problem-solving skills
• Strong communication and stakeholder management abilities
• Ability to drive change and lead transformation initiatives
• High attention to detail and results-driven mindset