Inbound Contact Center Operations Lead

Lead - Inbound Contact Center Operations

Brief about the Role :

At Bharti Airtel we are building a digital organization with customer experience at heart of everything we do. We want to create experience benchmarks and be known world-wide for our experience standards .

We are looking for an innovative, bright, and enthusiastic individual who will be able to lead our contact center operations team.

With a deep understanding of managing end to end contact center operations through effectively designing key

requirements for people, process and technology to deliver effective and efficient contact center

services that meet business KPI and manage change. You will manage a team of business managers stationed at outsourced partner locations

This is a hands-on role where you will implement and reviews policies and operating structure of the contact center.. Create your own review dashboards / analytics to direct the entire operations of the contact centers

As part of the CE Leadership team, you'll bring to this role innovative approaches, practices and processes, project management experience and you'll know what it takes to build and maintain an awesome work culture.

We are looking for someone who:

- Relishes a new and changing challenge

- Has a go-getter spirit, the ability to work independently and has experience working with and managing a remote team

- Is a great communicator and is capable of liaising at the highest level with credibility.

- Is Excellent on organizational skills and attention to detail

- Is Strong on analytical and problem-solving skills

- Is experienced at prioritising conflicting requirements.

- Is organised and structured; persuasive and determined

- Enjoys the variety; is flexible in approach and comfortable with ambiguity

Responsibilities:

• Put the customer at the center of everything we do
• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience
• Sets standards and guidelines for customer interactions at our contact centers
• Analyse operations of the contact center and oversees any efficiency improvements
• Manage a departmental sub-function within a broader departmental function
• Create functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional deliveries
• Provides constructive and timely performance evaluations
• Handles discipline and termination of employees in accordance with company policy
• Develop new innovative ways to incorporate learning and foster employee development within the Customer experience team
• Create, implement & own a continuous improvement methodology that highlights development opportunities through quality insight and stakeholder engagement, tailors learning, gathers trends and continues the cycle of improvement
• Work with our business partners to ensure we recruit, train, and on-board the right candidates for our contact centers
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Acts as a liaison between the customer experience verticals , other functions within Airtel

Requirements:

• Has deep knowledge of the sub-function and solid knowledge of the overall departmental function
• Has been in a managerial position for last 5 years
• Experience of managing outsourced partners and team of 5-6 team members
• Strong analytical skills
• Excellent communicator

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel.

Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow.

We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before' .