Lead - Inbound Call Centre

Role & responsibilities :-

1) Operational Management:

• Manage day-to-day operations of the inbound contact centre, ensuring service levels, quality standards, and customer satisfaction targets are met.
• Monitor call volume, staffing levels, and KPIs to optimize performance and resource utilization.

2) System Automation:

• Identify and implement automation solutions to improve efficiency, reduce manual processes, and enhance customer experience.
• Collaborate with IT and technology teams to integrate AI tools, chatbots, and other automation technologies into the contact centre ecosystem.
• Stay updated on emerging technologies and trends in contact centre automation to maintain a competitive edge.

3) Process Improvements:

• Analyse current workflows and identify opportunities to streamline processes for improved productivity and reduced costs.
• Develop and implement standard operating procedures (SOPs) to ensure consistency and quality in operations.
• Conduct regular process audits and use feedback to drive continuous improvement.

4) Team Leadership:

• Lead, mentor, and motivate a team of contact centre agents and supervisors to achieve individual and team goals.
• Provide training and coaching to improve skill sets, ensuring alignment with automation tools and updated processes.

5) Data Analysis and Reporting:

• Utilize data analytics to track performance metrics, identify trends, and make data-driven decisions.
• Prepare and present reports on contact centre performance, automation ROI, and process improvement outcomes to senior management.

6) Customer Experience:

• Ensure that automation and process changes enhance, rather than hinder, the overall customer experience.
• Collect customer feedback to inform ongoing process refinements and service enhancements.

Preferred candidate profile :-

• Graduate / Post Graduate or a related field (MBA preferred).
• 5+ years of experience in managing inbound contact center operations, with a focus on system automation and process improvement.
• Strong knowledge of contact centre technologies, including CRM, IVR, chatbots, and AI-driven automation tools.
• Proven track record in driving operational efficiencies and implementing process improvements.
• Excellent leadership and people management skills with the ability to inspire and guide teams.
• Analytical mindset with expertise in data analysis and performance reporting.
• Exceptional communication and stakeholder management skills.