Deputy Manager -Contact Center vendor managemnt
- Narayana Health (NH)
- 7 - 12 years
- Bengaluru
- 8 months ago
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Job Description
About the Role:
We are looking for an experienced and results-driven Operations Lead to oversee the day-to-day management of our Contact Centre operations. This role requires a strong leader with excellent problem-solving abilities, a focus on operational efficiency, and a passion for delivering exceptional customer service. The Operations Lead will work closely with team leaders and cross-functional departments to ensure operational goals are met, improve performance, and maintain a high level of customer satisfaction.
Location: Bangalore
Qualifications:
- 5+ years of experience in managing partner management in contact centre operations
- 2 - 3 years of experience in a team lead role
- Any Graduation
Key Deliverables:
- Lead, manage, and develop the contact center operations team, including supervisors, agents, and support staff.
- Oversee daily operations to ensure customer inquiries are handled promptly and professionally, meeting established KPIs (e.g., service levels, response times, quality standards).
- Implement and optimize operational processes to improve productivity, customer satisfaction, and cost efficiency.
- Monitor and analyze key metrics (e.g., SLA, AHT, First Call Resolution, customer satisfaction) and take corrective actions to address performance gaps.
- Develop and manage staffing plans in collaboration with the Workforce Management team to ensure appropriate coverage and performance.
- Drive continuous improvement initiatives across operations by leveraging data, feedback, and best practices.
- Work with Training and Quality teams to ensure consistent agent performance through coaching, skill development, and adherence to quality standards.
- Prepare and deliver regular reports on contact center performance to senior management, providing insights and recommendations for improvement.
- Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.
- Manage resource allocation and optimize operational efficiency across different shifts or locations.
- Stay updated on industry trends, technologies, and best practices, integrating them into the contact centre strategy as applicable.
Functional Skills:
- In-depth knowledge of contact center technologies (e.g., ACD, CRM, WFM, call recording systems) and performance metrics.
- Excellent analytical skills and experience working with performance data to drive improvements.
- Proficiency in Microsoft Office Suite, with advanced Excel skills preferred.
Behavioral Skills:
- Proven track record of improving operational efficiency, customer satisfaction, and achieving business goals.
- Displays leadership and team management skills, with the ability to motivate and develop staff.
- Strong problem-solving, communication, and interpersonal skills.
- Ability to thrive in a high-pressure, fast-paced environment and manage multiple priorities.
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: Narayana Health (NH)Location(s): Bengaluru
Keyskills: Contact Center Operations Vendor Management SLA Management Escalation Management Call Center Operations Contact Center Management Outsourcing Management Process Management
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