Sign up with

Already have an account? Log in here

Need some help?
Talk to us at +91 7670800001

Contact Centre Manager at Fortive

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

15 Mar, 26

Salary

0.0

Posted On

15 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Centre Operations, Team Management, Performance Analysis, Employee Engagement, Training Management, Quality Assurance, Stakeholder Management, Vendor Management, Strategic Planning, Operational Reviews, Coaching, Feedback Mechanisms, Cultural Sensitivity, Analytical Thinking, Process Orientation, Continuous Improvement

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Manager) will be responsible for leading and managing day-to- Build a culture of accountability, teamwork, and continuous improvement across both 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, 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. 10+ years of experience in call centre operations, with at least 3 years in a managerial Proven track record of delivering results across key operational metrics and client SLAs. Experience managing Training & Quality functions a strong advantage. Willingness to work during night shifts aligned with US business hours. Strategic and analytical thinking Process orientation and operational excellence mindset* Cultural sensitivity and adaptability across geographies

Responsibilities

The Contact Centre Manager will lead and manage day-to-day operations across India and the Philippines, ensuring performance goals are met. They will oversee training and quality functions, maintain employee engagement, and act as the key point of contact for stakeholders.