Manager, Client Contact

Location: IND HRYN 402, India

Company

hirify.global operates customer service and contact center functions supporting its products, services, clients, and internal departments.

What you will do

• Oversee one or more teams of customer service associates handling inquiries by phone and email.
• Monitor service-level compliance, customer satisfaction, quality, call volume, and other contact center objectives.
• Act as an escalation point for complex customer issues and coordinate service delivery with clients, vendors, and internal departments.
• Manage phone coverage and scheduling changes to maintain adequate staffing.
• Evaluate customer service calls, provide feedback, and coach contact center supervisors, team leads, and representatives.
• Conduct performance appraisals, support hiring and interviews, manage disciplinary actions and promotions, and implement process improvements.

Requirements

• High school diploma or GED; an associate’s or bachelor’s degree or equivalent experience is preferred.
• At least four years of experience in a call center or customer service role within a service industry.
• At least two years of supervisory or team leadership experience.
• Ability to lead and manage teams of approximately 15–30 contact center representatives.
• Strong customer service, verbal and written communication, problem-solving, decision-making, analytical, and root cause analysis skills.
• Working knowledge of workforce management tools, quality monitoring software, MS Office, and standard business applications.

Culture & Benefits

• Focus on professional, courteous, and customer-driven service.
• Responsibilities include coaching, mentoring, feedback, and development of contact center personnel.
• Work involves collaboration with clients, vendors, and internal departments.
• Full-time employment.