Chief Manager- Contact Centre Operations

2 days ago

Chennai, India Saaki Argus & Averil Consulting Full time

About Client: A leading NBFC Job Title: Contact Centre - Chief Manager Grade - M3 Location: Chennai Experience: 11+ years Job Responsibilities: Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of 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 Required skills 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

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    Hiring for Team Lead - Operations ( Contact Centre/ BPO /Call centre) Interested candidates inbox your resumes to POSITION: - Team Leader - Operations LOCATION: - Chennai, India JOB PROFILE:- Educate/Remind & Review their respective team/individuals on their KRA goals & targets. Share Engineer Scorecard within the team and enable individual awareness on...

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    Chennai, India Movate Full time

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