Contact Center Manager

• Lead, manage, and motivate a team of minimum 15 contact center agents handling inbound/outbound customer interactions. • Monitor daily operations to ensure service levels, productivity, and quality standards are consistently met. • Conduct regular performance reviews, coaching sessions, and feedback discussions to enhance team effectiveness. • Ensure compliance with organizational policies and industry best practices. • Handle escalations and provide timely resolutions to ensure customer satisfaction . • Prepare and present performance reports and insights to management. • Implement process improvements to enhance operational efficiency and customer experience. • Support hiring, onboarding, and training of new agents. • Bachelor's degree in business administration, management, or a related field is preferred, showcasing a strong educational foundation. • 7–15 years of experience in contact center operations, with at least 5 years in a supervisory/lead role . • Mandatory experience in the Real Estate industry . • Proven experience managing a team of 15 or more agents . • Excellent communication, interpersonal, and leadership skills. • Ability to analyze data and drive performance improvement initiatives. • Experience in handling customer service driven environments . • Strong problem-solving and decision-making abilities. • Proficiency in MS Office and contact center technologies.