Contact Center Operations Manager

Job Title : Contact Center Sales Manager

Location : [Malad west, Mumbai / Branch Name]

Department : Sales / Contact Center

Reports To : Head of Sales / Operations Manager

About Us

Aliens Tattoo is a high-energy, fast-growing premium tattoo studio chain valued at $20M. With 16+ studios across India and a dynamic team of 160+ professionals based in Mumbai, we are redefining tattoo artistry with innovation, creativity, and a commitment to excellence. Our culture thrives on openness, integrity, personal growth, and continuous learning.

We are seeking a Business Center Manager with a proven track record of setting up and managing contact centers from scratch. This role requires an operations expert with a deep understanding of call center management, process optimization, customer engagement, and technology integration. The ideal candidate will have experience in building robust systems, leading teams, and ensuring seamless customer interactions while leveraging technology to enhance efficiency and performance.

Role Overview

As the Business Center Manager, you will be responsible for building, managing, and optimizing the call center operations at Aliens Tattoo. You will set up state-of-the-art processes, technology infrastructure, and customer engagement strategies while leading a team to deliver exceptional customer experiences. Working closely with the COO and leadership team, you will play a pivotal role in transforming our contact center into a high-performing, customer-centric operation. This role is ideal for an innovative operations leader who can strategically build and scale call center functions, drive operational excellence, and ensure a premium brand experience through every customer interaction.

Key Responsibilities

Call Center Setup and Strategy

• Lead the end-to-end setup of the business center (contact center) from scratch, including infrastructure, technology, and team structure.
• Design and implement Standard Operating Procedures (SOPs), quality assurance frameworks, and customer engagement protocols.
• Identify and deploy the right technology stack, including CRM (Zoho), call routing systems (like Ozontel), IVR, and analytics tools.
• Create a blueprint for team hierarchy, job roles, KPIs, and escalation matrices.
• Develop customer journey maps to enhance the client experience at every touchpointOperational -Excellence and Management Oversee daily operations, ensuring smooth handling of inbound and outbound calls,.
• WhatsApp interactions, chat support, and emails. Manage a team of agents and team leads, fostering a culture of high performance and customer satisfaction.
• Monitor and analyze KPIs, including CSAT, FCR, AHT, and lead conversion rates, to identify areas for improvement.
• Implement quality monitoring and feedback mechanisms to ensure consistent service delivery.
• Coordinate with the Sales, Operations, and Customer Experience teams to align goals and processes.

Team Leadership and Development

Technology and Process Optimization

Customer Experience and Quality

Performance Reporting and Continuous Improvement

Key Qualifications