Job Title: E-commerce Call Centre Manager E-commerce Call Centre Manager

Location: Gurgaon

Department: Customer Experience / Operations

Job Type: Full-time

Reporting To: Head of Customer Experience / Director of Operations

Job Summary:

We are seeking a customer-focused and performance-driven E-commerce Call Center Manager to lead our customer support team. The role involves overseeing daily operations of the call center, managing support teams across voice and non-voice channels, and ensuring exceptional service delivery in line with e-commerce KPIs such as order support, return handling, delivery inquiries, and customer satisfaction.

Key Responsibilities:

·      Lead and manage a team of call center executives and team leaders handling inbound/outbound calls, chat, and email support.

·      Monitor call center operations to ensure adherence to service level agreements (SLAs), quality standards, and customer satisfaction targets.

·      Analyze call center performance data and implement strategies to improve efficiency, first-call resolution, and response time.

·      Develop training programs and coaching initiatives to enhance agent performance and product knowledge.

·      Coordinate with logistics, warehousing, and IT teams to quickly resolve customer issues.

·      Manage workforce planning, shift scheduling, and resource allocation to handle peak periods effectively.

·      Handle escalations and implement root cause analysis for recurring customer pain points.

·      Report regularly on KPIs, customer feedback, and team productivity to senior management.

·      Drive continuous process improvements to enhance the overall customer experience.

·      Ensure compliance with company policies, data protection, and industry regulations.

Qualifications and Skills:

·      Bachelor’s degree in Business, Communications, or related field.

·      4–6 years of experience in a call center environment, with at least 2 years in a managerial or supervisory role—preferably in e-commerce or retail.

·      Strong leadership, communication, and problem-solving skills.

·      Proficiency in CRM tools, call center software, and performance dashboards.

·      Experience in managing multi-channel customer support (voice, chat, email, social media).

·      Data-driven mindset with experience in using metrics to drive team performance.

·      Ability to work in a fast-paced, customer-centric environment with flexibility during peak seasons or campaign periods.

Working Conditions:

·      Hybrid or on-site work setup depending on company policy.

·      May require availability during weekends, holidays, or late hours, especially during sales campaigns.