Head - Contact Centre - Telecom

Role : Head - Contact Centre - Telecom

A seasoned Contact Centre professional with a analytical bend of mind. Should understand telecom to the core.

Major KRA's :

- Manage the Contact center for national operations.

- Managing vendors & partners,

- Mange SLA as per defined processes.

- Manage Operations of 8-10 Contact Center's Pan India.

- Process Improvement & Re engineering

- Analytic & Reports

- Customer segmentation and behaviour.

- Ownership of all Governance and strict adherence to compliance.

- Set up and manage Quality parameters.