Head Contact Center Operations

• Lead capacity planning activities ensuring delivery against operational requirements.
  
• Continuous reporting highlights of entire department with list of offering services performance gaps relative targets and deviation against period. Dashboard reporting MIS etc.
  
• Support data analysis and presents insights to key stakeholders to take informed decisions for change management considerations.
  
• Design framework for dashboards to help key stakeholders understand the health of business.
  

• Governance & Controls Help develop policies strategic plans frameworks methodologies and procedures to blend risk management compliance and performance monitoring.
  
• Risk Management & Security Ensuring the continuity of routine activities and secure optimal riskadjusted return through review and risk mapping. Controls include ID sharing Data leakage masking of information and securing customer PII also ensuring BCP/BIA of entire department
  
• Compliance Regular checks across Customer care & Contact Center for compliance of regulators guidelines organization guidelines and department SOP
  Certification Customer Care & Contact Center International Standard Organization Certifications and COPC for overall standard
  
• benchmarking
  
• Audit Carry out comprehensive and detailed audit and reviews through an examination of the management controls within Customer Care & Contact Center by gathering and evaluating evidences for safeguarding assets maintaining data integrity and operating effectively to achieve the organization goals and objectives.
  

• Play a pivotal role in establishing guidelines and rules for efficient human resource recruitment and development
  
• TNA SOK Management & Employee Life Cycle
  
• Develops and maintains organizational communications such as bulletin boards and newsletters to ensure employees have knowledge of training and development events and resources.
  
• Creating and maintaining database which may require tracking employment records and grievances also Coordinating with vendor for job accessories job cards and employee Ids etc.
  
• Retain and motivate all Customer Care and Contact Center employees via development of training programs and career pathing that challenge and grow employee skill sets.
  

• Vendor management Inventory Management Requisitions Recording of items / billings & Controls
  
• Monitor / reports related to the expense and income and program revenue as well
  
• Ensure effective controls by keeping strong vigilance Capital Exp. bills processing Recording & procurements to keep vigilance on Capital Exp. Budgeting under different heads.
  
• Coordination with Finance/IT Admin/Central Payment etc. on Revenue & Capital Exp. Budgeting.
  
• Salary Process / Full & Final Settlement
  

• Devise and establish quality procedures standards and specifications.
• Work closely with all internal stakeholders to establish quality requirements and customer expectations.
  
• Strongly managing Customer Satisfaction Surveys customer feedback and relevant analysis to carry out plans of overall improvement
  
• Collection of Employees feedback and improvement plans
  
• Ensure knowledge base is kept updated and is available to agents as an easy reference to customer queries.
  

Requirements

• Minimum Masters MBA/MSc.
  
• Additionally Certification in Office suites is a plus
  
• Minimum 10 Years of Job Experience
  
• Extra ordinary Analytical skills
  
• Able to comprehend Data patterns
  
• Positive attitude
  
• Extensive System & IT Knowledge