Call Center Head - Telecom

Management of all inbound and outbound voice transactions and responsibility for cost / revenue performance through in-house and Service Partner call centres, to deliver superior service through convenient, consistent and complete solutions, resulting in customer query resolution, trust & retailer bonding at optimal cost.

Is responsible for Revenue Enhancement through Outbound Sales, ensuring a high Return on Investment.

Is responsible for ensuring the set levels of service are delivered by all Outsourced Service Partners.

Strategic :

- Accurate forecasting & effective planning to ensure the call volumes are as per forecast.

- Analyzing business trends impacting call center volumes and planning ahead of requirements.

- Strategizing to increase Revenue per workstations at the outbound sales unit, month on month.

- Preparing and managing the annual Budget for all Inbound and Outbound activities.

- Keeping a close watch on the pay outs in all verticals to ensure they are within / below the Budget allocation thereby resulting in savings.

- Devise & drive initiatives/process improvements leading to higher automation of calls or lessening the need of the customer to call, thereby leading to reduction in calls volumes & budget savings.

Manpower & Performance Planning:

- Planning and scheduling of manpower, infrastructure and activities for forecasted volumes

- Accountable for inbound and outbound call centre services to meet/better budgets/plans through :

- Comprehensive planning and forecasting

- Cost reduction initiatives

- Revenue generation through inbound and outbound calls.

- To ensure required number of manpower is available in all verticals to maintain the said service standards.

- Attrition levels to be maintained at acceptable levels.

Planning for optimum Utilization of available resources & seats.

Weekly / fortnightly/ monthly reviews with all service partners to highlight performance areas which require focus & improvement.

Benchmarking own performance on said parameters with other circles & outlining a strategy to better performance month on month

Vendor Management:

- Aligning Service Partners for business strategy

- To ensure validation and timely payment of invoices of service partners.

- Regular communication sessions with Service Partners to share expectations & strengths.

- Recognize / acknowledge Service Partner for improved / exemplary performance.

- Ensuring adherence to norms for process / infra etc at all times.

- Ensuring adherence to contractual obligations at all times.

People Management:

- To conduct timely skips to ensure Employee Satisfaction.

- To execute timely Performance Reviews as per schedule

- To engage employees in various training and development programs which add value to their work life

- To facilitate timely Reward & Recognition programmes across In House verticals & also participate in all outsourced RnR programmes.

- To ensure documentation of any deviations in company policy by an employee & facilitation of HR intervention in all such cases