Contact Manager

Company Description Usha Foundation is a mission-driven organization focused on delivering impactful services and support to the community. The foundation emphasizes ethical practices, transparency, and sustainable growth while working closely with stakeholders and beneficiaries. Team members collaborate to improve service quality and operational efficiency across all initiatives. Usha Foundation values professionalism, empathy, and continuous learning, creating an environment where individuals can contribute meaningfully to organizational goals.
Role Description The Contact Manager is a full-time, on-site role based in Uttara Model Town, responsible for overseeing contact center operations and ensuring high-quality interactions with clients, partners, and beneficiaries. Day-to-day tasks include managing contact center staff, monitoring workflows and call volumes, and implementing processes to enhance customer satisfaction and service levels. The role involves analyzing performance metrics, identifying areas for improvement, and developing action plans to optimize operations. The Contact Manager will handle escalation cases, support training and coaching of team members, and collaborate with leadership to align contact center goals with organizational objectives. This role requires hands-on supervision, consistent presence on-site, and an ability to maintain a professional and supportive environment.
Qualifications

• Candidates should possess strong Contact Center Management and Contact Center Operations skills.
• Candidates should possess solid Customer Service and Customer Satisfaction skills.
• Candidates should possess proven Analytical Skills for interpreting data, metrics, and reports.
• Candidates should possess excellent communication, interpersonal, and conflict-resolution abilities.
• Candidates should possess experience leading teams in a customer-facing or operations environment.
• Candidates should possess strong organizational skills and attention to detail for managing schedules, processes, and documentation.
• Candidates should possess proficiency with contact center software, CRM tools, and basic office applications.
• A relevant diploma or bachelor’s degree in business, management, communications, or a related field is preferred.