Contact Center Manager

Job Description Roles & Responsibilities Lead, manage, and motivate a team of minimum 15 contact center agents handling inbound/outbound customer interactions. Monitor daily operations to ensure service levels, productivity, and quality standards are consistently met. Conduct regular performance reviews, coaching sessions, and feedback discussions to enhance team effectiveness. Ensure compliance with organizational policies and industry best practices. Handle escalations and provide timely resolutions to ensure customer satisfaction. Prepare and present performance reports and insights to management. Implement process improvements to enhance operational efficiency and customer experience. Support hiring, onboarding, and training of new agents. Desired Candidate Profile Bachelor's degree in business administration, management, or a related field is preferred, showcasing a strong educational foundation. 7–15 years of experience in contact center operations, with at least 5 years in a supervisory/lead role. Mandatory experience in the Real Estate industry. Proven experience managing a team of 15 or more agents. Excellent communication, interpersonal, and leadership skills. Ability to analyze data and drive performance improvement initiatives. Experience in handling customer service driven environments. Strong problem-solving and decision-making abilities. Proficiency in MS Office and contact center technologies. Employment Type Full Time Company Industry Real Estate Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Team DevelopmentEscalation ManagementOperations ManagerCustomer Experience ManagementPerformance ImprovementClient Relations ManagerCompliance ManagementBudget Management Get real-time job updates only on our App