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Saaki Argus And Averil Consulting
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Customer Experience / Contact Center Head

Customer Experience / Contact Center Head

Saaki Argus And Averil Consulting

5 - 10 years

10 - 12 Lacs

Coimbatore

Posted:2 weeks ago| Platform:

Apply

Skills Required

customer experience domestic BPO Customer Experience Management inbound Cx outbound Customer Satisfaction Sales contact center customer interaction CSAT

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position: Head of Customer Contact & Engagement Operations

Location:

About the Role

Customer Contact & Engagement team

CX transformation, performance optimization, and service profitability

Key Responsibilities

End-to-End Customer Experience:
Oversee and improve the entire customer interaction journey across voice, email, WhatsApp, and CRM platforms.
Operational Control:
Establish and manage service SLAs, SOPs, and escalation protocols to drive first-contact resolution and faster complaint handling.
Team Performance Management:
Lead a growing team of agents, coaches, and quality auditors. Set up productivity dashboards and performance metrics.
Technology & Channel Integration:
Introduce and optimize AI/chatbot tools, automation, and omnichannel systems to enhance service efficiency.
Governance & Recovery:
Act as the escalation head for customer grievances, ensuring high-resolution rates and data-backed root cause analysis.
Strategic Insights:
Build and present monthly reports on key metrics like CSAT, complaint trends, agent performance, and process improvements.

Ideal Candidate Background

Leadership experience in
domestic contact centers
or
customer service hubs
managing large-scale voice and digital channels.
Prior work in environments like
BPOs, KPOs, Online, Real Estate, Education Services, or B2C Retail/Support operations.
Strong analytical mindset and familiarity with CX metrics (NPS, CSAT, FCR, TAT).
Hands-on with CRM systems, customer recovery frameworks, and team capability development.
Experience converting cost centers into
profit-driven
service functions will be a strong advantage.

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