Chief Manager-Contact Center Operations - Chennai

Job Purpose

To supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. To ensure that technology is utilized to a maximum and that staff are well-organized and productive.

Key Responsibilities

• Managing the day-to-day 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 best-in-class 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 & Non-Voice 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/long-term 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 end-to-end customer contact processes and their associated customer experience, supporting company's 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

Job Requirements

Qualifications

Graduate / Post Graduate

Experience

12-15 Years of proven experience of leading a service driven contact Centre operation with experience of managing an operation through periods of significant growth or change

Functional Competencies

• Handled Call Centers for both Customer Service and Cross-Sell 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 day-to-day deliverables
• Experience with automation of processes through tech integration