Chief Manager- Contact Centre Operations
Chief Manager- Contact Centre Operations
Posted on :
27-11-2024
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Job Description
About Client:
A leading NBFC
Job Title: Contact Centre Chief Manager
Grade M3
Location: Chennai
Experience: 11 years
Job Responsibilities:
- Managing the daytoday performance of the Contact Centre Operations and expected to shape the future of 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
- Enhance the quality of customer interactions ensuring quality assurance compliance regulatory and legal obligations are met across all interactions
Required skills
- Handled Call Centers for both Customer Service and CrossSell Processes
- Experience in Outbound Sales Contact Centre Management and Operations Management
- Strong conception skills to conceive build and execute strategies problem solving and providing at scale while keeping in mind reality of daytoday deliverables
- Experience with automation of processes through tech integration
Remote Work :
No
Employment Type
Full Time
Key Skills
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