Chief Manager- Contact Centre Operations Saaki Argus & Averil Consulting

11.0 - 15.0 years

0 Lacs

chennai, tamil nadu

On-site

You will be responsible for managing the day-to-day performance of the Contact Centre Operations at a leading NBFC in Chennai. Your main focus will be to deliver a great customer contact experience through various channels and ensure that the service provided meets or exceeds all KPIs within the allocated budget. In this role, you will be expected to enhance customer experience, drive revenue growth, increase brand awareness, and promote the use of different transaction sources such as IVR, Voice & Non-Voice call center operations, and Digital platforms (Chat, App, Mails). You will also be involved in customer life cycle management, mapping organizational goals, and setting up the contact center to meet SLAs for complaint management. Your responsibilities will include manpower planning, rostering, and designing call center strategies to achieve process objectives in the short and long term. You will need to evaluate and analyze the performance of your team against call center metrics, set targets for continuous improvement in agent productivity, and enhance call center efficiency. As the Chief Manager of the Contact Centre, you will be accountable for the end-to-end customer contact processes and ensuring a positive customer experience. You will support the company's initiatives to drive improvements, increase efficiency, and reduce complaints. Your role will also involve delivering cost efficiencies, improving Customer Satisfaction Scores (CSAT), and maintaining quality interactions that meet compliance, regulatory, and legal requirements. To excel in this position, you should have experience in managing Call Centers for both Customer Service and Cross-Sell Processes. You should also possess expertise in Outbound Sales Contact Centre Management, Operations Management, and strong conceptual skills to develop and execute strategies at scale. Additionally, experience in automating processes through tech integration will be beneficial for this role.,

Posted 2 weeks ago

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