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.