General Manager - Contact Center - Automotive Industry Digitide Solutions (Formerly part of Quess Crop)

10.0 - 17.0 years

20 - 25 Lacs

Bengaluru

Work from Office

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 : General Manager Contact Center Operations Location : Bangalore Company : Digitide Solutions Reporting to : Chief Operating Officer (COO) Position Overview : Digitide Solutions is looking for a General Manager to lead our Contact Center Operations team. Based in Bangalore, this role will involve direct client engagement with TVS , a key player in the automotive industry. The ideal candidate will bring 10–15 years of experience in managing contact centers, particularly in the automotive sector, and have expertise in predictive dialers , dialer technologies , and Workforce Management (WFM) . 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 : Experience in a Business Process Management , environment, particularly within the automotive industry , with a strong understanding of both two-wheeler and four-wheeler segments. This is an exciting opportunity for a seasoned professional to join Digitide Solutions and drive the success of our contact center operations in partnership with a leading automotive client. If you have the required experience and expertise, we encourage you to apply.

Posted 3 weeks ago

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