Contact Center Operations Manager

Job description

**Company Description** TVS Motor Company is a global two- and three-wheeler manufacturer with four advanced production facilities in India and Indonesia, focused on sustainable mobility and high-quality engineering. Built on a 100-year legacy of trust, value, and customer passion, the company is recognized for innovative, sustainable processes and internationally accepted products. TVS Motor is the only two-wheeler company to have received the prestigious Deming Prize and consistently leads key J.D. Power surveys for product quality and customer service. The group includes iconic brands such as Norton Motorcycles in the United Kingdom and leading e-mobility subsidiaries in Switzerland. TVS Motor delivers superior customer experiences across 80 countries worldwide; more information is available at www.tvsmotor.com. **Role Description** This is a full-time, on-site Contact Center Operations Manager role based in Bengaluru. The role involves overseeing daily contact center operations, including workforce management, queue monitoring, and adherence to service-level targets. The manager will track performance metrics, analyze call and interaction data, and implement initiatives to improve customer satisfaction and efficiency. Responsibilities include managing and coaching contact center teams, conducting performance reviews, and coordinating training to enhance skills and service quality. The role also requires collaboration with cross-functional stakeholders to resolve escalations, streamline processes, and support continuous improvement in customer experience. **Qualifications** - Candidates should possess strong skills in Contact Center Operations and Contact Center Management. - Candidates should possess solid Operations Management skills focused on process optimization and performance metrics. - Candidates should possess expertise in Customer Satisfaction, including service quality improvement and customer experience management. - Candidates should possess effective People Management skills, including team leadership, coaching, and performance management. - Relevant experience in managing large or multi-channel contact centers, preferably in the automotive or consumer-facing sectors. - Strong analytical abilities, familiarity with contact center tools and reporting systems, and proficiency in MS Office. - Excellent communication, problem-solving, and stakeholder management skills. - Bachelor’s degree in business, operations, or a related field; a master’s degree or relevant certifications (e.g., contact center management, quality frameworks) are an advantage.