Contact Center Manager

Role Purpose:

Manage inbound contact center operations and ensure service levels, productivity, and quality standards are maintained consistently.

Key Responsibilities:

Own daily inbound call center performance.

Track and drive core metrics: Service Level, AHT, Shrinkage, Occupancy, Abandon Rate, FCR, CSAT.

Work with WFM team on forecasting and manpower planning.

Monitor real-time queue performance and manage escalations.

Handle TLs and agents performance management.

Ensure correct ACD routing and call flow logic.

Coordinate with tech team for dialer and telephony issues.

Drive quality audits and coaching plans.

Required Skills:

25 years experience in inbound contact center operations.

Strong understanding of inbound metrics and definitions.

Basic knowledge of WFM planning and forecasting logic.

Exposure to ACD, call routing, and telephony setup.

Hands-on operational control and reporting skills.