Senior Contact Centre Operations Director
3 weeks ago
We are seeking an experienced Senior Contact Centre Operations Director to lead our Omni Channel Contact Centre operations. As a key member of our team, you will be responsible for overseeing the day-to-day operations of our contact centre, ensuring seamless integration of all communication channels.
Key Responsibilities:
- Lead and manage a high-performing team of agents, team leads, and support staff to ensure exceptional customer service and operational efficiency.
- Develop and implement effective upselling strategies to increase revenue opportunities from existing customers.
- Drive gross margin management by controlling operational costs and maximizing revenue.
- Serve as the primary point of contact for clients regarding operational performance, issue resolution, and service delivery.
Requirements:
- Masters degree in Business Administration or related field.
- At least 10 years of experience in operations management, preferably within an omni-channel or contact centre environment.
- Strong knowledge and experience in upselling, customer retention, and driving revenue growth through customer interactions.
- Demonstrated ability in gross margin management, with a focus on cost control, budgeting, and improving profitability.
- Proven experience in client management, with a track record of building and maintaining successful client relationships.
Compensation: The estimated annual salary for this position is $120,000 - $150,000, depending on location and experience.
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Senior Operations Director for India
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Financial Operations Director
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