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Chief Manager-Contact Centre Operations
2 days ago
Company Description
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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