Chief Manager- Contact Centre Operations

About Client:

A leading NBFC

Job Responsibities:

• Managing the daytoday performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels
• To deliver a bestinclass service meeting or exceeding all KPIs and within budget
• Enhance customer experience Revenue growth Brand Awareness & encourage penetration of other sources of transaction such as IVR Voice & NonVoice call center operations Digital platform (Chat App Mails)
• Customer life cycle management & mapping within organization journey & goals driving SLAs for complaint management with a profound experience in setting up the contact center
• Manpower planning Rostering and Designing call center strategy to implement short/longterm plans for achieving process objectives
• Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency
• Be responsible for the endtoend customer contact processes and their associated customer experience supporting companys initiatives to drive improvements improve efficiency and reduce complaints
• Deliver cost efficiencies and increased in Customer Satisfaction Scores CSAT

Candidate Requirement:

• Graduate / Post Graduate
• 8 Years of proven experience of leading a service driven contact Centre operation (BFSI Space) with experience of managing an operation through periods of significant growth or change

Location: Chennai

Remote Work :

No