Job Summary

We are seeking an experienced Program Manager to drive Contact Center performance/process excellence initiatives, and strategic projects across the organization. The ideal candidate will possess a strong understanding of CRM tools (e.g., Freshdesk, IVR systems), process optimization, reporting, and stakeholder management. This role requires analytical thinking, operational execution, and leadership capability to manage teams and deliver measurable improvements in efficiency and customer experience.

Key Responsibilities:

1. Contact Center Operations

• Oversee daily operations of the contact center, ensuring smooth functioning and adherence to defined SLAs and KPIs.

• Identify performance gaps and drive initiatives to improve agent efficiency, FTR (First Time Resolution), AHT (Average Handling Time), and CES/NPS metrics.

• Collaborate with Tech and Product teams to enhance CRM and IVR workflows for seamless customer journeys.

2. Process Excellence & Project Management

• Lead process mapping, gap analysis, and improvement projects using Lean/Six Sigma principles.

• Design and execute process automation and digitization initiatives to improve turnaround and cost efficiency.

• Drive continuous improvement projects with clear success metrics and post-implementation reviews.

• Partner with cross-functional teams (CX, Claims, Product, and Tech) to align project goals with business priorities.

3. Reporting & Analytics

• Build and maintain dashboards and MIS reports covering performance trends, root cause analysis, and SLA adherence.

• Present insights and recommendations to leadership through data-driven storytelling and visualization (Excel, Power BI, etc.).

• Monitor and analyze process KPIs to proactively identify improvement opportunities.

4. People & Stakeholder Management

• Manage a team of project executives, analysts, or TLs, fostering a culture of accountability and continuous improvement.

• Act as a liaison between operations, technology, and leadership for execution of strategic projects.

• Conduct regular governance reviews with stakeholders and ensure timely closure of action items.

5. Customer Experience & Communication

• Collaborate with the grievance and escalation teams to ensure process alignment with regulatory and customer expectations.

• Leverage insights from customer feedback and operational data to drive customer-first interventions.

Skills & Competencies:

• Strong working knowledge of CRM tools (Freshdesk, Salesforce, Zendesk) and IVR systems (Ozontel, Ameyo, Exotel).

• Excellent analytical and problem-solving skills with ability to interpret operational data.

• Strong presentation and communication skills (Excel, PowerPoint, dashboards).

• Hands-on experience in project management methodologies (Agile / Waterfall).

• Proven people management experience with ability to mentor and motivate teams.

• High attention to detail, ownership mindset, and ability to deliver under tight timelines.

Preferred Qualifications:

• Graduate / Postgraduate degree in Business, Operations, or Engineering.

• Certifications in Lean, Six Sigma, or Project Management (PMP/Prince2) are a plus.

• Prior experience in the Insurance, E-commerce, or BFSI industry preferred.