Head - Outbound Contact Center - BFSI

Head Outbound contact Center (BFSI-Domestic)

- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations

- Carrying out needs assessments, performance reviews and cost/benefit analyses

- Setting and meeting performance targets for speed, efficiency, sales and quality

- Ensuring all relevant communications, records and data are updated and recorded

- Advising clients on products and services available

- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues

- Maintaining up-to-date knowledge of industry developments and involvement in networks

- Monitoring random calls to improve quality, minimise errors and track operative performance

- Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff

- Reviewing the performance of staff, identifying training needs and planning training sessions

- Recording statistics, user rates and the performance levels of the centre and preparing reports

- Handling the most complex customer complaints or enquiries;

- Organising staffing, including shift patterns and the number of staff required to meet demand;

- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;

- Forecasting and analysing data against budget figures on a weekly and/or monthly basis.