Chief Manager-Contact Centre Operations

2 days ago


india SaShr Consultants Full time

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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