Chief Manager - Contact Centre Operations

Job Responsibilities:

- Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels

- To deliver a best-in-class service, meeting or exceeding all KPIs and within budget

- Enhance customer experience, Revenue growth, Brand Awareness & encourage penetration of other sources of transaction such as IVR, Voice & Non-Voice call center operations, Digital platform (Chat, App, Mails)

- Customer life cycle management & mapping within organization journey & goals, driving SLAs for complaint management with a profound experience in setting up the contact center

- Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives

- Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency

- Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints

- Deliver cost efficiencies and increased in Customer Satisfaction Scores, CSAT

Candidate Requirement:

- Graduate / Post Graduate

- 8+ Years of proven experience of leading a service driven contact Centre operation (BFSI Space) with experience of managing an operation through periods of significant growth or change