Senior Manager – Contact Centre Operations

Role - Senior Manager - Contact Centre Operations
Reporting - Chief Customer Experience Officer.
Location: Mumbai
Overview - We are looking for an experienced professional to lead Contact Centre Operations for a General Insurance Joint Venture.
Key Responsibilities
Oversee end-to-end contact centre operations across voice, email, chat and messaging channels.
Drive service delivery, productivity, customer experience, quality and operational excellence.
Manage outsourced BPO partners, ensuring adherence to SLAs, KPIs and service commitments.
Lead performance reviews, root cause analysis and continuous improvement initiatives.
Ensure operational readiness for new products, campaigns and process changes.
Manage escalations, operational risks, compliance and business continuity.
Collaborate with internal stakeholders to improve customer journeys and service outcomes.
Candidate Profile
8 to 12 years of experience in Contact Centre Operations, Customer Operations, Service Delivery or BPO/Outsourcing Operations.
Strong experience in outsourced partner management, SLA/KPI monitoring and performance governance.
Proven expertise in process improvement, customer experience and operational risk management.
Insurance industry and multi-channel customer service experience preferred.
Bachelor's degree mandatory; MBA/Postgraduate qualification preferred.
If you have a strong background in contact centre operations and outsourced service delivery, and are passionate about customer experience and operational excellence, we would like to hear from you.

Work arrangement
No