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 the KPIs
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
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions

Preferred candidate profile

-12 plus 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

Handled Call Centers for both Customer Service and Cross-Sell Processes

Experience in Inbound Voice Contact Centre Management and Operations Management

Experience with automation of processes through tech integration

Quality & Process Orientation

Strong analytical and decision-making skill

Strong customer-facing and communication skills

Problem Solving Skills

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