Chief Manager- Contact Centre Operations

As the Contact Centre - Chief Manager at a leading NBFC based in Chennai, you will play a crucial role in managing the day-to-day performance of the Contact Centre Operations. Your commitment to delivering exceptional customer contact experience across various channels will be instrumental in shaping the future of the operations. Key Responsibilities: - Lead the Contact Centre Operations team to deliver best-in-class service, meeting or exceeding all key performance indicators (KPIs) effectively within budget constraints - Drive enhancements in customer experience, revenue growth, brand awareness, and encourage the penetration of other transaction sources such as IVR, Voice & Non-Voice call center operations, and Digital platforms (Chat, App, Mails) - Manage customer life cycle mapping within the organizational journey, establish and drive SLAs for complaint management, and set up the contact center operations for success - Oversee manpower planning, rostering, and design call center strategies to achieve short and long-term process objectives - Evaluate team performance against call center metrics, set targets for continuous improvement in agent productivity, and call center efficiency - Take ownership of end-to-end customer contact processes, support company initiatives for improvements, efficiency, and complaint reduction - Drive cost efficiencies, increase Customer Satisfaction Scores (CSAT), and enhance the quality of customer interactions while ensuring compliance with regulatory and legal obligations Qualification Required: - Proven experience in handling Call Centers for both Customer Service and Cross-Sell Processes - Background in Outbound Sales Contact Centre Management and Operations Management - Strong conceptual skills to develop and execute strategies at scale, problem-solving abilities, and experience in automation of processes through tech integration Please note that this job description is tailored to the specific requirements of the role of Contact Centre - Chief Manager at the mentioned NBFC.,