Head/Manager - Contact Center (for Vashi- Mumbai) - The Head of Contact Centre will lead a Contact Centre Operation of various sizes, typically this is a fast-paced area of business that is challenging and changing continuously. - The Head of Contact Centre would be expected to shape the future of a contact center operation, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be Phone, Email, Web/Live Chat, Video, Social, Correspondence. - This role will lead several FTE, typically through a team of Contact Centre Manager and Team Leaders, this could consist of both in-house and outsource advisors across any number of locations across India - Mumbai, Chennai, Kolkata and Delhi - The Head of Contact Centre(s) will ensure that customers receive a friendly, professional and consistently high-quality service helping to resolve various queries, close any sales enquiries and get it right first time. Some of the Duties and Responsibilities will include: - Reporting to the Managing Director, the role includes line responsibility for all contact center teams across the country providing ongoing customer service, and specific service teams as well as the planning and forecasting team. - Build and manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget. - Set the strategy for the development of the contact centers, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service. - Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues. - Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints. - Responsible for the recruitment, training, induction and coaching strategy across the contact centers - Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact center colleagues. - Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation. - Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered. - Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight. - Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost-effective operation consistently achieving contact handling SLAs. - Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience. - Deliver cost efficiencies and increased in Customer Satisfaction Scores. - Maximize Collection efficiency and generate leads for the client across Loan and Deposit products. - Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions. Required Skills: Proven experience of 8 to 12 years of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change. Retail Banking Experience would be a plus point. MBA Marketing would be preferred. Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.

Mumbai

Head/Manager - Contact Center 

Job Description for Head/Manager - Contact Center  in Indbank Global Support Services Limited in  Mumbai for (8-12) years of experience. Apply Now!