Manager, Contact Center

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Who we are:

Pratt & Whitney an RTX business is working to once again transform the future of flight designing building and servicing engines unlike any the world has ever seen. And because transformation begins from within were seeking the people to drive it. So calling all curious.

Come ready to explore and youll find a place where your talent takes flight beyond the borders of title a country or your comfort zone. Bring your passion and commitment and well welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry thats evolving fast to the future.

At Pratt & Whitney the difference you make is on display every day. Just look up.

Are you ready to go beyond

Job Description:

We are seeking an experienced and people-focused Contact Center Manager to lead and manage a team of Customer Support agents responsible for addressing customer queries across multiple channels. The ideal candidate will bring strong contact center leadership experience a deep understanding of customer experience management and a proven ability to drive operational excellence team development and continuous improvement.

This role will play a key part in scaling our customer support operations strengthening omnichannel service delivery and fostering a customer-first while ensuring adherence to SLAs quality standards and compliance requirements.

What You Will Do:

Team Leadership & Performance Management

• Lead mentor and manage a team of Customer Support agents handling customer interactions across phone email chat and other channels.

• Set clear performance expectations aligned with SLAs KPIs and quality benchmarks.

• Monitor individual and team performance conduct regular reviews and implement coaching and development plans.

• Foster a positive and high-performing team environment with a strong focus on employee engagement and retention.

Customer Experience & Operations

• Ensure consistent timely and high-quality responses to customer queries across all support channels.

• Act as an escalation point for complex or sensitive customer issues ensuring effective and timely resolution.

• Drive adherence to customer service best practices and quality assurance frameworks.

• Ensure a seamless and consistent omnichannel customer experience across all touchpoints.

Process Documentation & Continuous Improvement

• Oversee the documentation and maintenance of customer service processes SOPs and escalation workflows.

• Identify gaps in existing documentation and ensure accuracy accessibility and consistency.

• Leverage industry benchmarks and prior contact center experience to identify improvement opportunities.

• Recommend and implement tools methodologies and process improvements to enhance productivity and customer satisfaction.

Stakeholder Collaboration & Transformation

• Act as a key liaison between internal teams (operations quality IT product etc.) to address customer issues and improve service delivery.

• Support and where appropriate lead transformation initiatives related to workflow optimization digital enablement and omnichannel scaling.

• Contribute to building a customer-centric mindset across teams and functions.

Compliance Safety & Governance

• Ensure adherence to organizational policies compliance requirements and ethical standards.

• Take prompt action on any employee or customer-related concerns including issues related to workplace safety and conduct.

• Escalate critical issues appropriately and ensure timely resolution.

Qualifications You Must Have:

• Bachelors degree in Business Administration Communications or a related field.

• 1218 years of experience in a contact center or customer support environment with at least 5 years in a people management or team lead role.

• Strong understanding of omnichannel platforms contact center tools and customer support technologies.

• Solid knowledge of customer service KPIs SLAs workforce management and quality frameworks.

• Excellent verbal and written communication skills.

• Strong leadership coaching and conflict-resolution abilities.

• Proven analytical problem-solving and decision-making skills.

• Proficiency in MS Office especially Excel (reporting analysis dashboards).

• Ability to collaborate effectively across functions and geographies.

Beneficial Skills:

• Experience with process improvement or continuous improvement methodologies.

• Exposure to aviation engineering aerospace or similarly regulated industries.

• Experience leading or supporting digital transformation initiatives within customer support operations.

• Familiarity with change management and scaling teams in growing organizations.

What we offer

• Long-term deferred compensation programs

• Daycare for young children

• Advancement programs to enhance education skills

• Flexible work schedules

• Leadership and training programs

• Comprehensive benefits savings and pension plans

• Financial support for parental leave

• Reward programs for outstanding work

Employment Type:

• Full-time

• This position requires flexibility to support outside typical office hours (Will need to support Eastern Time Zone hours)-(4:30 pm to 1:30 am) IST

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity color religion gender sexual orientation or identity national origin age disability protected veteran status or any other characteristic protected by law.

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