Contact Centre Manager at Fortive

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

14 Mar, 26

Salary

0.0

Posted On

14 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Performance Management, Training & Quality Leadership, Stakeholder Management, Vendor Management, People Development, Communication Skills, Analytical Thinking, Process Orientation, Cultural Sensitivity, Coaching Ability, Teamwork, Continuous Improvement, Employee Engagement, Quality Assurance, Forecasting, Scheduling

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Role Overview The Contact Centre Head (Sr. Manager) will be responsible for leading and managing day-to- day operations across our customer service centres in India and the Philippines. This role requires a strong, hands-on leader who can drive performance, foster collaboration across geographies, and ensure service excellence for our clients. In addition to operational oversight, this position will lead the Training and Quality teams, ensuring alignment of coaching, capability development, and quality assurance initiatives with organizational goals. The ideal candidate is a dynamic communicator, process-driven, and passionate about developing people while delivering measurable business outcomes. Key Responsibilities Operational Leadership • Oversee day-to-day operations across both India and Philippines sites (~120 agents). • Manage site leads, team leaders, trainers, and quality analysts to ensure performance goals are met or exceeded. • Ensure adherence to internal SLAs, KPIs, and contractual commitments. • Conduct regular operational reviews, performance analysis, and strategic planning sessions. • Maintain high employee engagement through effective communication, recognition, and team development. Performance Management • Monitor call centre metrics (AHT, FCR, CSAT, attendance, attrition, utilization). • Implement process improvements to enhance efficiency, quality, and customer satisfaction. • Review staffing models, forecasting, and scheduling to maintain optimal coverage during night shift hours.Training & Quality Leadership • Oversee the Training & Quality functions across both locations. • Ensure training programs are standardized, updated, and aligned with client and business needs. • Drive a strong quality culture through regular audits, coaching, and feedback mechanisms. • Partner with operations to identify skill gaps and implement targeted development plans. Stakeholder & Vendor Management • Act as the key point of contact for internal stakeholders and external partners during night operations. • Provide insights, reports, and recommendations to leadership on performance, trends, and improvement opportunities. • Support transition or ramp-up activities for new client programs as needed. People & Culture • Build a culture of accountability, teamwork, and continuous improvement across both sites. • Mentor and develop site leaders, ensuring a strong pipeline of future leaders. • Promote wellbeing and engagement for night-shift employees through tailored initiatives. Qualifications & Experience • 10+ years of experience in call centre operations, with at least 3 years in a managerial role overseeing multi-site teams. • Experience managing offshore or remote operations in India and/or the Philippines preferred. • Proven track record of delivering results across key operational metrics and client SLAs. • Strong leadership, communication, and stakeholder management skills. • Experience managing Training & Quality functions a strong advantage. • Willingness to work during night shifts aligned with US business hours. Key Competencies • Strategic and analytical thinking • Strong people leadership and coaching ability • Process orientation and operational excellence mindset• Cultural sensitivity and adaptability across geographies • Excellent communication and presentation skills

Responsibilities

The Contact Centre Manager will oversee daily operations across customer service centers in India and the Philippines, ensuring performance goals are met. Additionally, they will lead the Training and Quality teams to align coaching and quality assurance initiatives with organizational goals.