General Manager - Contact Centre - BFSI Practice

The Role :

- To lead and manage Outsourced Contact Centers.

- Ensure highest level of service quality and develop the Contact center as a Centre of Excellence.

- Lead inbound and outbound call center functions to deliver sales and service propositions which align with business strategies, achieving customer satisfaction and financial objectives.

- Ensure the delivery of effective and qualitative response to customers (voice and non-voice).

- Setting high standards of service by making the most effective and efficient use of call-center staff and technology resources.

- Work with outsourced call center managers.

The Candidate :

- 10-14 years experience

- Max age : 36 years

- Proven call center management experience, including a clear understanding of call center and CRM packages and technology.

- Must have handled BFSI practice .

- Must have handled MS Dynamics.