Chief Manager- Contact Centre Operations

2 months ago

Chennai, India Saaki Argus & Averil Consulting Full time

About Client:

Aleading NBFC


JobResponsibities:

  • Managing thedaytoday performance of the Contact Centre Operations and expectedto shape the future of a Contact Centre Operations being committedto deliver a great customer contact experience through a variety ofcustomer contact channels
  • To deliver abestinclass service meeting or exceeding all KPIs and withinbudget
  • Enhance customer experience Revenuegrowth Brand Awareness & encourage penetration of othersources of transaction such as IVR Voice & NonVoice callcenter operations Digital platform (Chat AppMails)
  • Customer life cyclemanagement & mapping within organization journey &goals driving SLAs for complaint management with a profoundexperience in setting up the contact center
  • Manpower planning Rostering and Designing call centerstrategy to implement short/longterm plans for achieving processobjectives
  • Evaluate and Analyze performanceagainst call center metrics for your team and set targets tocontinuously improve agent productivity and call centerefficiency
  • Be responsible for the endtoendcustomer contact processes and their associated customer experiencesupporting companys initiatives to drive improvements improveefficiency and reduce complaints
  • Deliver costefficiencies and increased in Customer Satisfaction ScoresCSAT


Candidate Requirement:

  • Graduate / Post Graduate
  • 8 Years ofproven experience of leading a service driven contact Centreoperation (BFSI Space) with experience of managing an operationthrough periods of significant growth or change


Location:Chennai

Remote Work :

No

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