Contact Center Operations Head Department Customer Experience & Access Team CE&A Job Title Contact Center Operations Head Designation Manager / Senior Manager Job Dimensions We are seeking a highly organized and results-oriented Contact Center Operations Manager to oversee and optimize our contact center operations. This role involves managing partner relationships, driving cost efficiencies, handling financial processes, and ensuring effective coordination across departments. The ideal candidate will bring expertise in contact center management, people leadership, strategic vendor partnerships, and demonstrate strong communication skills along with proficiency in Excel and PowerPoint for reporting and presentations. This role will also be responsible for accurate forecasting and projections to support operational planning and performance management. Responsibility: · Contact Center Management : Experience in managing Contact Center & ability to drive Contact Center metrics like Anabdon, SL%, Quality Scores, Training, etc. · Partner Management : Ability to understand KPIs agreed with Partner : 1. Understanding of Partner Contracts 2. Oversee and maintain strong relationships with contact center partners to ensure alignment with organizational goals and deliverables. 3. Ensure partners adhere to quality and performance standards, addressing issues proactively to optimize service delivery. 4. Monitor and maintain key contact center performance indicators, including Service Level Agreements (SLA), abandon, manpower availability, and other KPIs. 5. Analyze KPI trends to identify improvement areas, implementing strategies to meet and exceed performance targets. 6. Validate contact center billing 7. Do governance meetings and create action plans for improvement 8. Do Root Cause Analysis and drive Corrective and Preventive Actions · Forecasting & Projections: Develop and maintain accurate forecasting models to project contact center workload, staffing requirements, and budget needs · Work Force Management and Operational Planning: should be able to drive WFM teams and do rostering, shift planning, etc. · IVR Management: Should have knowledge of IVR platforms and should have driven self service automation on the IVR with integrations with legacy systems · Project Management : Experience of running projects as Program Manager & have an experience inf designing & implementing Digital Progarms like Chatbots,Emailbots etc · Automation : Should have driven automation projects on Bots, Email automation, Whatsapp automation, etc. for customer facing journeys · Technology : should be abreast of technology related to contact center, self service, customer journey automation, latest technology trends, developments in the GenAI space, Agent Assist platforms, etc. Academic Qualifications: Required Desired Any graduate from Category A institution with exposure to contact center and customer journey automation platforms. Experience: Total Experience : 8-10 years with a relevant experience of 6-7 years in Contact Center Operations Skills Required: Knowledge Skills Behaviours § 8-10 yrs. of experience and knowledge in Contact Center: § Partner Handling § Inbound/Outbound/Email /Chat etc § Any graduate from Class A institution § Organisation: Prioritisation and organisation skills; Ability to identify and understand business issues and understand the impact on the business of proposed solutions § Projects: Strong project management skills; Strong problem solving and analytical skills § Communication: Strong oral and written communication skills, including presentation skills (MS PowerPoint); Excellent stakeholder management skills § Teamwork: Ability to develop partnerships with co-workers and build relationships with stakeholders , Partner & Team management § Excellent Customer handling abilities § Adaptability and flexibility to changes § Should have ability to think out-of-the-box and should be able to arrive at robust solutions § Ability to motivate large number of employees § Ability to present new ideas and garner support Job Types: Full-time, Permanent Pay: ₹597,043.24 - ₹1,248,767.52 per year Schedule: Day shift Work Location: In person