Contact Center

Job Title: Head Contact Centre

Department: Operations / Customer Experience

Reporting To: Director Operations

Location: Hyderabad

Role Summary:

The Head Contact Centre at ekincare will lead the end-to-end operations of our contact centre, ensuring seamless customer service and operational efficiency across corporate client employees and diagnostic appointment escalations. This role balances strategic leadership with hands-on management of multiple customer touchpoints, including inbound and outbound calls, emails, chats, ticketing platforms, and IVR systems, to drive excellence in query resolution, customer satisfaction, and transaction targets.

Key Responsibilities:

1. Strategy & Leadership

• Define and implement contact centre strategy aligned with ekinCares organizational objectives.
• Design scalable operating models to enhance efficiency, quality, and customer interaction.
• Lead digital transformation initiatives leveraging CRM, IVR, chatbots, and automation across platforms like Zoho, Infobip, Knowlarity, and other telephony systems.

2. Operations Management

• Oversee daily contact centre functions including inbound/outbound call handling, IVR call flows, ticket management, SLA adherence, and escalations.
• Establish and drive outbound calling strategies to meet defined transaction and conversion targets.
• Track and optimize KPIs including AHT, CSAT, NPS, FCR, TAT, outbound call volumes, and transaction success rates.
• Coordinate with internal teams (System Setup, Customer Success, Supply, Product) for issue resolution and process improvement.
• Manage workforce planning, scheduling, and load balancing to maintain optimal contact centre coverage.

3. Quality & Training

• Establish quality control and monitoring frameworks for tickets, calls (including IVR and outbound interactions), and chats.
• Identify performance gaps and facilitate continuous training, knowledge sharing, and upskilling programs focused on customer support excellence including outbound and IVR call handling.
• Collaborate with HR and L&D to develop competency frameworks and career growth plans for the team.

4. Customer Experience & Escalation Management

• Implement customer feedback and Voice of Customer (VOC) programs to monitor satisfaction at each interaction.
• Analyze customer pain points, including outbound call approaches and IVR user experience, to drive process enhancements and ensure retention through improved service experiences.
• Handle critical escalations swiftly with transparent communication across stakeholders.

5. Technology & Reporting

• Collaborate with IT and tech teams to optimize CRM integrations, ticket routing, IVR call flow design, automation workflows, and reporting dashboards.
• Utilize analytics to forecast call volumes (inbound and outbound), optimize resource allocation, and enhance customer engagement.
• Generate insights for leadership visibility through comprehensive daily, weekly, and monthly reports including outbound call and transaction metrics.

Key Metrics of Success:

• Improvement in CSAT and NPS scores.
• Achievement of outbound call and transaction targets.
• Reduction in ticket backlogs and escalation rates.
• Enhanced response and resolution times.
• Increased agent productivity and reduced attrition.
• Streamlined operational reporting and decision-making support.

Qualifications & Experience:

• Graduate or Postgraduate with 1015 years of experience in contact centre or customer operations management.
• Proven track record managing large teams handling voice, non-voice, IVR, and outbound customer support.
• Experience working with CRM and ticketing systems such as Zoho, Freshdesk, Salesforce, and Zendesk.
• Hands-on expertise with telephony, IVR platforms, and communication tools including Infobip and Knowlarity.
• Experience managing hybrid models with in-house teams and outsourced partners.
• Analytical aptitude with strong data analysis and reporting capabilities.

Key Competencies:

• Strategic thinking combined with operational excellence.
• Strong leadership and people management skills.
• Effective communication and stakeholder management.
• Problem-solving with clear decision-making ability.
• Customer-centric approach with empathy and process adherence.
• Expertise in outbound calling strategies, IVR call flow design, and optimization.
• Proficiency in telephony system troubleshooting and customer support technologies.