Deputy Manager - Contact Center - HCLTech Colombo

About the job

Key Responsibilities:

• Team Leadership: Lead and mentor a diverse team of call agents, email agents, and chat/SMS agents, fostering a positive and productive work environment.
• Operational Management: Oversee the day-to-day operations of the contact centre, ensuring smooth and efficient workflow across all communication channels.
• Performance Monitoring: Monitor team performance, set goals, and implement strategies to achieve key performance indicators (KPIs) and service level agreements (SLAs).
• Training and Development: Develop and deliver training programs to enhance the skills and knowledge of the team, promoting continuous improvement.
• Quality Assurance: Implement quality assurance processes to ensure consistent and high-quality customer interactions.
• Reporting and Analysis: Generate and analyze reports on team performance, customer satisfaction, and operational metrics to identify areas for improvement.
• Customer Service Excellence: Maintain a customer-centric approach, ensuring that all interactions meet or exceed customer expectations.
• Collaboration: Work closely with other departments to align contact centre operations with overall business objectives.

Qualifications:

• Experience: Minimum of 5 years of experience in a contact centre environment, with at least 3 years in a Team Lead or Assistant Manager role.
• Leadership Skills: Proven ability to lead and motivate teams, with strong interpersonal and communication skills.
• Technical Proficiency: Familiarity with contact centre technologies and software, including CRM systems and communication platforms.
• Analytical Skills: Strong analytical and problem-solving abilities, with experience in performance monitoring and reporting.
• Customer Focus: Demonstrated commitment to delivering exceptional customer service.
• Education: Bachelor’s degree in business administration, Management, or a related field (preferred).