Manager - Contact Centre

FULL TIME ROLE

Budget - Upto 7500 *13

Brief Summary:

This position offers an opportunity to lead the digital transformation of a contact centre, enhancing user experience and operational efficiency through innovative technology solutions.

Responsibilities:

• Develop and implement strategies for the digital system, ensuring alignment with the long-term vision of an enhanced contact centre.
• Manage the product roadmap and coordinate with vendors and IT partners to ensure timely delivery of enhancements.
• Conduct daily health checks on the digital system to maintain performance standards and identify operational gaps.
• Oversee the onboarding process for various departments and ensure their requirements are met within the digital platform.
• Lead training initiatives for new employees on the digital system and maintain up-to-d...