BeepKart - Manager/Senior Manager (8-14 yrs)

Job Description:

Designation: Manager / Senior Manager

Location: Bangalore

Experience: 8-12 years

Reports to- VP Ops

Fluency in Kannada is mandatory.

Inside sales experience is mandatory

Job Summary

Contact Center Manager will lead and oversee our contact center operations in Bangalore. The ideal candidate will bring a proven track record of managing inside sales teams, driving performance, and delivering exceptional customer experiences. This role demands strategic thinking, operational excellence, and the ability to adapt in a fast-paced environment.

Key Responsibilities:

Team Leadership & Management:

- Oversee the daily operations of the contact center, ensuring seamless delivery of services.

- Manage and mentor a team of team leaders, supervisors, and agents to drive performance and engagement. Should be ready to closely work at ground level & understand the challenges along with problem solving approach.

- Foster a culture of collaboration, accountability, and continuous improvement.

Operational Excellence:

- Develop, implement, and monitor KPIs to ensure high-quality service delivery.

- Optimize workflows, processes, and technologies for increased efficiency and cost-effectiveness.

- Identify and address bottlenecks in service delivery and develop solutions for improvement.

Customer Experience:

- Ensure a customer-first approach, maintaining high satisfaction and retention levels.

- Handle escalations effectively and use insights to improve service standards.

- Collaborate with cross-functional teams to align on customer-centric initiatives.

Strategic Planning:

- Drive initiatives for contact center scalability and future-readiness.

- Stay updated with industry trends and introduce best practices for continuous improvement.

- Manage the budget and resources for the contact center operations.

Data-Driven Insights:

- Analyze performance metrics and customer feedback to identify improvement areas.

- Prepare regular reports for leadership on contact center performance and initiatives.

Key Requirements:

- Experience: 8-12 years of progressive experience in managing contact center operations, with at least 3 years in a leadership role.

Skills & Competencies:

- Strong leadership, coaching, and people management skills.

- Excellent communication, problem-solving, and decision-making abilities.

- Proficiency in using contact center tools, CRMs, and reporting software.

- Education: Bachelor's degree in Business Administration, Operations, or related fields. (MBA is a plus.)

- Mindset: Customer-focused, data-driven, and results-oriented.