15h Left: Chief Manager
2 weeks ago
At TVS Credit Services Ltd., we are on the lookout for passionate individuals who are ready to turn aspirations into achievements. If you're ready to embark on a fulfilling journey, where you can embrace creativity and innovation to empower people, this is the place for you.
Let's build a future together where your talents find their full expression
Job Purpose:
The role is responsible for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. To ensure that technology is utilized to a maximum and that staff are well-organized and productive.
Key Responsibilities:
- 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- To deliver a best-in-class service, meeting or exceeding all KPIs and within budget- 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- Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints- Deliver cost efficiencies and increased in Customer Satisfaction Scores, CSAT- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
Job Requirements:
- Post Graduate- 12-15 Years of proven experience of leading a service driven contact Centre operation with experience of managing an operation through periods of significant growth or change- Handled Call Centers for both Customer Service and Cross-Sell Processes- Experience in Outbound Sales Contact Centre Management and Operations Management- Strong conception skills to conceive, build and execute strategies, problem solving and providing at scale while keeping in mind reality of day-to-day deliverables- Experience with automation of processes through tech integration- Quality & Process Orientation- Strong analytical and decision-making skill- Strong customer-facing and communication skills- Problem Solving Skills
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