Head - Contact Centre - BFSI (18-23 yrs)

Head Contact Centre - BFSI

Job Description:

- Lead regional team to deliver outstanding customer service and sales activities across voice, chat and chatbots.

- Maintain robust and effective management model and lead the team to deliver world-class customer experience, business performance and operational efficiency.

- Deploy global WPB & SSCC strategies and scale digital journeys to uplift self-service penetration and experience and increase agent interaction efficiency through AI tools.

- Explore and navigate transformation and CI opportunities with increased commercial values beyond geography/market boundaries.

- Manage costs, headcount and revenue against AOP, proactively seeking opportunities for transformation and continuous improvement.

- Create a culture of service excellence - leading, engaging, coaching, inspiring and developing all assigned teams to deliver business performance.

Domain Expertise:

- Extensive Operations Management in a Contact Centre environment and WPB related business service experience.

Leadership Competence:

- Excellent stakeholder and relationship management under complex matrix management environment.

- Strong drive and capability in leading transformation and change management.

- Strong communication, presentation and influencing skills with a proven ability to communicate effectively and confidently at all levels across the Group and to articulate complex issues concisely.

Experience:

- Operates well in multi-cultural and diverse work environment.

- Experience in leading big-scale team to effectively work with all levels of management and staff, resolve critical issues and manage crisis that could impact customers and business.