The Contact Center Manager within Snapp!shop Customer Service Operations is responsible for leading, managing, and continuously optimizing all customer contact operations across voice, ticket, and email channels.
This role is accountable for achieving Contact Center Service SLAs, maximizing workforce performance, enhancing customer satisfaction, driving operational efficiency, and fostering a culture of continuous improvement. The Contact Center Manager plays a critical role in delivering a fast, accurate, and seamless customer support experience while effectively balancing service quality, productivity, and cost efficiency.
The ideal candidate is a strategic, customer-focused, and results-driven leader with strong expertise in contact center operations, people leadership, performance management, and data-driven decision-making. They possess excellent analytical capabilities and a proven track record of leading high-volume customer operations within fast-paced e-commerce environments, with a strong commitment to operational excellence and delivering an outstanding customer experience.
Responsibilities:

• Lead and oversee day-to-day contact center operations to consistently achieve SLA, quality, and productivity targets.
• Manage inbound and outbound customer interactions across voice, ticket, and email channels.
• Ensure consistent service delivery while maintaining compliance with established operational standards.
• Ensure business continuity and operational readiness during peak periods and business campaigns.
• Monitor, analyze, and continuously improve operational KPIs and Service Level Agreements (SLAs).
• Ensure the achievement of Service Level, Response Time, Resolution Time, Customer Satisfaction, Cost Efficiency, and Productivity targets.
• Monitor queue performance and optimize workload distribution.
• Track real-time operational performance and implement timely corrective actions.
• Partner closely with the Planning team to optimize forecasting, capacity planning, scheduling, occupancy, and staffing models.
• Ensure optimal workforce utilization while maintaining customer experience and service quality standards.
• Support workforce scaling initiatives and recruitment planning.
• Lead, coach, and develop Team Leaders, Supervisors, and Contact Center staff.
• Establish and implement performance management and coaching frameworks.
• Conduct regular performance reviews and support succession planning initiatives.
• Foster a culture of accountability, employee engagement, and continuous improvement.
• Drive employee retention and team engagement initiatives.
• Ensure customer interactions consistently align with brand guidelines and quality standards.
• Collaborate with the Quality and Training teams to improve interaction quality, reduce repeat contacts, and enhance resolution capability.
• Promote customer-centric service practices across the Contact Center.
• Identify and escalate systemic customer pain points while driving appropriate corrective actions.
• Identify and implement opportunities to improve operational efficiency through process optimization, automation, self-service enhancement, and knowledge management.
• Lead initiatives aimed at reducing avoidable customer contacts.
• Support the implementation of customer service technologies and process redesign initiatives.
• Develop, maintain, and continuously enhance operational dashboards and performance reports.
• Analyze trends related to contact volume, complaint categories, escalations, customer feedback, and productivity.
• Present weekly and monthly operational performance reviews to senior leadership.
• Collaborate closely with Customer Experience, Fulfillment Center, Logistics, Product, Growth, and Commercial teams.
• Act as the operational owner of customer support performance.

Qualifications:

• Bachelor's degree in Business Administration, Industrial Engineering, or a related field.
• A Master's degree is considered an advantage.
• Minimum of 5 years of experience in Contact Center Operations.
• At least 3 years of experience leading managers, supervisors, or large operational teams.
• Previous experience in e-commerce customer support environments is preferred.
• Strong knowledge of Contact Center Operations Management.
• Solid understanding of Workforce Management (WFM) principles and practices.
• Experience in KPI and Service Level Agreement (SLA) management.
• Proficiency in customer analytics and operational reporting.
• Knowledge of process improvement methodologies.
• Hands-on experience with CRM platforms.
• Familiarity with Knowledge Management Systems.
• Strong data analysis and problem-solving capabilities.
• Proven people leadership skills.
• Strong decision-making and sound judgment.
• Ability to drive data-driven operational management.
• Excellent stakeholder management and cross-functional collaboration skills.
• Proven coaching and people development capabilities.
• Strong change management skills.
• Ability to effectively manage operational challenges and crisis situations.
• Demonstrated commitment to continuous improvement and operational excellence.