Mgr- Call Centre Quality & Operations

Role Purpose

End-to-end inbound contact center operations for customer support, ensuring high service accessibility, consistent customer experience, strong operational control, and effective issue resolution. The role will be responsible for improving inbound efficiency, reducing repeat demand, strengthening first-contact resolution, optimizing queue and workforce performance, and driving tighter integration with business teams for sustainable closure of customer concerns.

This role is expected to improve the quality, productivity, and effectiveness of inbound operations through structured governance, insight-led action, and process discipline.

Key Responsibilities

1) Inbound Operations Management

Lead the overall functioning of inbound contact center operations across all customer contact types handled through voice and allied assisted channels, where applicable.

Ensure stable day-to-day delivery against defined service levels for accessibility, responsiveness, and customer handling quality.

Drive strong floor governance to ensure call handling discipline, adherence, queue responsiveness, and agent productivity.

Monitor daily operational performance and intervene quickly on service failures, demand spikes, absenteeism, queue buildup, and other risks to service continuity.

Establish robust operating rhythms across intraday, daily, weekly, and monthly reviews.

2) Service Level, Queue and Accessibility Management

Own inbound accessibility metrics such as answer rate, service level, wait time, abandonment, callback effectiveness, and queue health.

Improve queue performance by strengthening demand forecasting, staffing alignment, schedule adherence, shrinkage control, and real-time floor management.

Ensure queue management is not treated only as a manpower issue, but also as a function of IVR design, call routing logic, conference call dependency, repeat calls, and avoidable inbound demand.

Drive interventions to improve first-time connectivity and reduce customer effort during first contact.

3) Resolution Effectiveness and First Contact Resolution

Improve first-contact resolution by identifying causes of repeat calls, ineffective closures, wrong transfers, incomplete responses, and process gaps outside the contact center.

Ensure the team moves beyond transactional call handling to effective issue understanding, proper action logging, and meaningful resolution ownership.

Work closely with business stakeholders to reduce inbound demand generated by unresolved backend issues, policy ambiguity, delayed dealer action, or weak escalation closure.

Build mechanisms to track repeat demand and closure quality, not just closure volume.

4) Workforce Management and Productivity

Partner closely with WFM to ensure accurate forecasting, roster planning, staffing utilization, occupancy management, and intraday control.

Improve productivity through better manpower planning, break governance, shrinkage management, skill-based deployment, and capacity optimization.

Review process-wise and interval-wise staffing sufficiency relative to volume, AHT, repeat call rates, and conference call load.

Ensure productivity metrics are balanced with customer experience and do not encourage superficial or rushed closures.

5) Quality, Coaching and Agent Capability

Drive agent capability improvement across call handling, empathy, listening, probing, issue comprehension, system usage, and correct dispositioning.

Ensure quality monitoring is linked to business outcomes such as FCR, repeat call reduction, escalation avoidance, and customer satisfaction, and not run as a standalone audit exercise.

Institutionalize coaching plans for bottom quartile performers, new joiners, and critical call types.

Strengthen supervisor effectiveness in live monitoring, coaching, escalation handling, and performance correction.

6) IVR, Callback and Assisted Journey Improvement

Work with relevant teams to improve IVR flow, call routing logic, containment opportunities, and assisted handoff quality.

Ensure callback processes are governed tightly with clear rules on timeliness, connectivity, closure effectiveness, and customer effort reduction.

Identify journeys where better self-service, proactive communication, or IVR refinement can reduce avoidable assisted demand.

Support implementation of AI, automation, and assisted tools where they improve customer experience and agent productivity.

7) Customer Experience and VOC Integration

Use inbound contact center insights as a source of customer pain points, not just as an operations dashboard.

Track key themes, recurring failures, high-friction journeys, and failure demand emerging from inbound calls.

Partner with business, process, and CX teams to ensure VOC from inbound operations leads to structured root-cause correction.

Improve consistency of concern logging, categorization, and insight generation to support broader CX governance.

8) Business Review and Cross-functional Governance

Run structured governance with internal teams, support functions, dealers, field teams, and business stakeholders for timely action on inbound pain points.

Drive weekly and monthly reviews on service levels, demand drivers, repeat calls, process failures, and action closure.

Escalate systemic issues backed by data and ensure corrective actions are tracked to closure.

Act as the operations owner for inbound performance in leadership reviews.

9) Compliance, Controls and Process Discipline

Ensure process adherence, accurate case handling, correct system updates, and disciplined call documentation.

Maintain strong controls around customer communication, escalation handling, data usage, and approved response protocols.

Ensure closure processes are customer-safe, business-aligned, and auditable.

Prevent practices that improve reported metrics without improving actual customer experience.

10) Continuous Improvement and Transformation

Identify and implement productivity, quality, and customer experience improvements within inbound operations.

Lead initiatives to reduce avoidable volume, strengthen FCR, improve responsiveness, and increase visibility into operational drivers.

Support future-state transformation of inbound operations through better analytics, process redesign, digital support, AI enablement, and stronger business integration.

Build inbound operations from a reactive service desk mindset toward a more insight-led experience management function.