Contact Center Operations Director

1 day ago

Bengaluru, Karnataka, India beBeeOperations Full time US$ 15,00,000 - US$ 20,00,000

Job Title: Contact Center Operations Director

The ideal candidate will have a strong background in leading blended voice operations, with a minimum of 7-8 years of experience in a leadership position.

This role is responsible for driving the ideation of a Center of Excellence in contact center operations and focused on identifying value additions and process improvement initiatives.

As a strategic thinker, the successful candidate will have a thorough understanding of stakeholder management, client relationship management, account management, and driving business excellence initiatives.

Key responsibilities include managing and leading a blend of inbound and outbound voice operations, controlling and monitoring system performance, analyzing and reviewing data to identify areas for improvement, and preparing and completing action plans to achieve business objectives.

The ideal candidate will also have a strong focus on people management, including inspirational leadership, mentoring and coaching operational and leadership values, promoting diversity and inclusion, and improving employee retention and engagement.

Additionally, the successful candidate will have a deep understanding of ISO and other statutory guidelines, supply planning, and workforce management.

Qualifications and mandatory skills include a graduation or postgraduate degree, a thorough understanding of all voice-based metrics and SLA, knowledge of blend voice operations, ACD, CITRIX, dialer understanding, IVR and call tree management, CSAT/NPS governance, business governance and auditing, reporting tools, MIS and reporting understanding, and process improvement skills and tools.

Qualifications and Skills:
  • Graduation or postgraduate degree
  • Thorough understanding of voice-based metrics and SLA
  • Blend voice operations knowledge
  • ACD, CITRIX, dialer understanding
  • IVR and call tree management
  • CSAT/NPS governance
  • Business governance and auditing
  • Reporting tools and MIS understanding
  • Process improvement skills and tools

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