General Manager - Contact Center - Automotive Industry

Digitide is an AI-first, digital-native solutions provider, focused on enabling enterprise success through comprehensive digital transformation. Our expertise encompasses Digital IT Services, Platforms, Business Processes, and Cloud Infrastructure offering cutting-edge and scalable technologies that drive operational efficiency, enhance customer experience, and fuel business growth. With a presence across 40 locations in 5 countries and a workforce of 55,000 associates, Digitide specializes in delivering end-to-end IT and business process services for industries such as insurance, finance, and healthcare.

Job Title

Position Overview

General Manager

Key Responsibilities

• Oversee Operations

  : Manage both

  inbound

  and

  outbound

  contact center processes, ensuring operational efficiency and quality customer service delivery.

• Client Engagement

  : Serve as the primary point of contact for our automotive client,

  TVS

  , managing feedback, addressing service expectations, and ensuring a high level of client satisfaction.

• Dialer & WFM Optimization

  : Lead the management and enhancement of

  predictive dialers

  ,

  dialer systems

  , and

  workforce management strategies

  to maximize efficiency.

• Quality Assurance

  : Ensure high service quality by tracking and evaluating customer interactions (calls, emails, etc.) to meet performance standards.

• Team Leadership

  : Lead, mentor, and motivate the contact center team, ensuring sustained productivity and performance excellence.

• Performance Analysis

  : Monitor key metrics and implement strategies to drive continuous improvement in operations and service quality.

Qualifications

• Experience

  : 10–15 years in

  contact center operations

  , with a strong preference for experience in the

  automotive industry

  (e.g.,

  TVS

  ,

  Mahindra

  ,

  Tata Motors

  ).

• Expertise

  : Strong knowledge of

  predictive dialers

  ,

  dialer technologies

  ,

  WFM

  , and

  client management

  .

• Skills

  : Excellent communication, leadership, and analytical abilities to effectively manage teams and improve operations.

Preferred Background

Business Process Management ,

Digitide Solutions