Team Manager (Gurugram)
Core
Manage a contact center team to ensure efficient service delivery, meet KPIs, and drive continuous improvement in customer support operations.
Role type
Senior Contact Center Team Manager
Builds
Inbound customer support operations and team performance
Domain
Travel industry, Customer Experience
Required skills
People management, Team coaching, Performance analysis, Process improvement, Staffing planning, Quality assurance, Recruitment, Remote team management
Preferred skills
Experience managing remote teams
Technologies
Microsoft Office Suite (Word, Excel, PowerPoint)
Responsibilities
Monitor traffic and service levels, coach and evaluate team performance, identify and address performance gaps, implement new service structures, analyze traffic reports, manage team attendance and corrective actions, plan staffing coverage, supervise quality assurance and training, participate in recruitment.
Seniority
Senior, hands-on IC
