Inbound Manager-Contact Center Operations

Job Summary

The Operations Manager is responsible for the strategic and operational oversight of both toll-free and digital channels. This role focuses on unit-wise performance analysis, identifying process improvement opportunities, and ensuring escalation closures and protocol compliance.

Focus Areas

Performance analytics, process improvements, forecasting, and coordination

Key Responsibilities

• Track and report unit-wise conversion and non-conversion KPIs.
• Lead non-conversion cohort initiatives and performance drives.
• Identify process gaps and provide actionable improvement suggestions.
• Manage forecasting across toll-free and digital teams.
• Ensure high-quality standards in all interactions.
• Act as master calibrator across toll-free and digital.
• Close escalation plans at the unit level effectively.
• Drive CPA analysis across zones.
• Manage opportunity and case workflows.
• Monitor adherence to tagging protocols across cohorts.
• Reduction of Unit transfers

Skills & Qualifications

• Bachelors degree in business administration, Operations Management, or a related field (preferred).
• Minimum 7–10 years of experience in contact centre operations with at least 2 years in a managerial role
• Inbound & Outbound Contact centre Operations
• Strong understanding of contact centre technologies, tools, and metrics
• Excellent leadership, communication, and interpersonal skills
• Ability to handle high-pressure environments and manage multiple priorities
• Data-driven decision-making and analytical skills
• Experience with CRM, ACD, WFM tools (e.g., Salesforce, Genesys, NICE, Avaya) is a plus
• Strong analytical and operational management skills.
• Expertise in escalation and case management.