[{"Salary":null , "Remote_Job":false , "Posting_Title":"Customer Experience Lead" , "Is_Locked":false , "City":"Hyderabad" , "Industry":"Health Care","Job_Description":"
Job Title: Head Contact Centre
Department: Customer Experience
Reporting To: Director Operations
Location: Hyderabad
Role Summary:
The Head Contact Centre at ekincare will lead the end-to-end operations of our contact centre, ensuring seamless customer service and operational efficiency across corporate client employees and diagnostic appointment escalations. This role balances strategic leadership with hands-on management of multiple customer touchpoints, including inbound and outbound calls, emails, chats, ticketing platforms, and IVR systems, to drive excellence in query resolution, customer satisfaction, and transaction targets.
Key Responsibilities:
1. Strategy & Leadership
- Define and implement contact centre strategy aligned with ekincare organizational objectives .
- Design scalable operating models to enhance efficiency, quality, and customer interaction.
- Lead digital transformation initiatives leveraging CRM, IVR, chatbots, and automation across platforms like Zoho , Infobip , Knowlarity , and other telephony systems .
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2. Operations Management
- Oversee daily contact centre functions including inbound/outbound call handling, IVR call flows, ticket management, SLA adherence, and escalations.
- Establish and drive outbound calling strategies to meet defined transaction and conversion targets.
- Track and optimize KPIs including AHT, CSAT, NPS, FCR, TAT, outbound call volumes, and transaction success rates.
- Coordinate with internal teams (System Setup, Customer Success, Supply, Product) for issue resolution and process improvement.
- Manage workforce planning, scheduling, and load balancing to maintain optimal contact centre coverage.
3. Quality & Training
- Establish quality control and monitoring frameworks for tickets, calls (including IVR and outbound interactions), and chats.
- Identify performance gaps and facilitate continuous training, knowledge sharing, and upskilling programs focused on customer support excellence including outbound and IVR call handling.
- Collaborate with HR and L&D to develop competency frameworks and career growth plans for the team.
4. Customer Experience & Escalation Management
- Implement customer feedback and Voice of Customer (VOC) programs to monitor satisfaction at each interaction.
- Analyze customer pain points, including outbound call approaches and IVR user experience, to drive process enhancements and ensure retention through improved service experiences.
- Handle critical escalations swiftly with transparent communication across stakeholders.
5. Technology & Reporting
- Collaborate with IT and tech teams to optimize CRM integrations, ticket routing, IVR call flow design, automation workflows, and reporting dashboards.
- Utilize analytics to forecast call volumes (inbound and outbound),
