Contact Experience Manager

Job Description Manage end-to-end contact experience operations, covering digital, assisted, and regulatory channels with a focus on quality, SLA adherence, and resolution accuracy. Convert customer pain points and complaints into actionable insights for improving processes and policies. Monitor and analyze contact performance metrics, identify gaps, and ensure proactive escalation management. Implement automation, self-care, and AI-driven monitoring tools to reduce manual effort and enhance accuracy. Conduct root cause analysis of issues and recommend optimization strategies for complaint reduction and process efficiency. Prepare and share regular reports, dashboards, and visualizations to highlight KPIs, risks, and performance trends.

Collaborate with product, technology, and service teams to ensure smooth operations and continuous improvement in complaint processes Ensure governance, timely reporting, and compliance with organizational standards across all contact channels. Drive ongoing improvements by adopting industry best practices and exploring next-gen technologies for contact experience management. Academic Qualification- BBA/Bachelors in any discipline (Masters preferable)Job Experience Required- 5+ years of experience in relevant experience preferably in telecom industryRequired Capabilities- Strong ability to analyze and interpret performance data, with experience in data visualization tools and statistical analysis.

Skilled at turning data into action using project management skills (planning, tracking, reporting) to drive performance improvement. Hands-on experience with performance monitoring tools and a commitment to staying current with the latest technologies and best practices. Strong collaboration and communication skills to engage stakeholders across all levels. Ability to prioritize tasks, focus teams, and deliver results under tight deadlines. Good knowledge of telecom products, packages, and digital channels.