Chief Manager- Contact Centre Operations

You will be responsible for managing the day-to-day performance of the Contact Centre Operations, shaping the future of Contact Centre Operations, and ensuring a great customer contact experience through various channels. Your key responsibilities will include: - Delivering best-in-class service by meeting or exceeding all KPIs and operating within budget - Enhancing customer experience, revenue growth, brand awareness, and promoting the use of various customer contact channels - Managing customer life cycle and mapping within the organization's journey, driving SLAs for complaint management, and setting up the contact center - Conducting manpower planning, rostering, and designing call center strategies to achieve process objectives - Evaluating team performance against call center metrics, setting targets for continuous improvement in agent productivity and call center efficiency - Overseeing end-to-end customer contact processes, supporting company initiatives for improvements, efficiency, and complaint reduction - Achieving cost efficiencies, increasing Customer Satisfaction Scores (CSAT), and ensuring quality interactions that meet compliance, regulatory, and legal obligations Qualifications required for this role: - Experience in managing Call Centers for both Customer Service and Cross-Sell Processes - Proficiency in Outbound Sales Contact Centre Management and Operations Management - Strong conception skills to develop and execute strategies, solve problems, and provide scalable solutions while considering day-to-day operational realities - Familiarity with process automation through tech integration About the company: The client is a leading NBFC based in Chennai, with a strong commitment to delivering exceptional customer experiences through their Contact Centre Operations.,