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Chief Manager-Contact Centre Operations
4 days ago
We are hiring for a large NBFC headquartered in Chennai.
Role Description
The role is for B2C Contact Centre head for the inhouse contact centre. The role will include
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
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
Qualifications
Contact Center Operations and Contact Center Management skills (voice/non voice)
Operations Management and Customer Satisfaction skills
Conversant with new age digital platforms
Has experience in managing very large contact centre teams of 300 people plus in the BFSI environment
Experience of 12 years plus in a similar role
CTC on offe r- 30 lacs
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