Contact Center Operations Manager

What You Do?

• Pod Operations: Own day-to-day operations of Junior team members with respect to calls made, connected, converted, and invoices retrieved against daily and weekly targets.

• KPI Ownership: Develop and refine agent-level KPIs (contact rate, conversion rate, TAT, productivity per agent) within the framework set by the Head of CC Ops, and drive pod performance against them.

• Vendor Escalation POC: Serve as the first-line escalation manager for BPO and calling vendors — SLA tracking, performance reviews, issue resolution, and weekly vendor scorecards. Vendor selection sits with the Head; you own vendor execution.

• Operating Structure: Build the pod-level structure that cascades from the Head’s department blueprint — shift plans, call allocation logic, follow-up cadences, and escalation paths for your agents.

• Team Management: Coach, review, and develop junior agents. Run daily huddles, weekly 1:1s, and monthly performance conversations. Surface flight risks early.

• Tools & System Support: Drive adoption of new tools and workflows, run agent enablement on tool usage, and provide first-level troubleshooting for the pod. ​

• Quality Assurance: Run call audits, score against scripts and outcomes, and drive corrective action. Partner with the Head on QA framework refinements.

• Workflow Discipline: Ensure agents and vendors operate within defined SLAs — first contact, follow-up frequency, closure timelines. Zero ambiguity in ownership at pod level.

• Reporting: Maintain pod dashboards (Zoho/BI), publish daily and weekly performance reports, and flag bottlenecks (non-responsive hotels, bad data, vendor under-performance) with root-cause analysis.

• Cross-functional Collaboration: Work with Product, Data, and BA teams to surface automation opportunities, fix broken triggers, and reduce manual dependency over time.