Chief Manager- Contact Centre Operations

About Client:

A leading NBFC

Job Title: Contact Centre - Chief Manager

Grade - M3

Location: Chennai

Experience: 11 years

Job Responsibilities:

• Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of 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 all KPIs and within budget
• Enhance customer experience Revenue growth Brand Awareness & encourage penetration of other sources of transaction such as IVR Voice & Non-Voice call center operations Digital platform (Chat App Mails)
• Customer life cycle management & mapping within organization journey & goals driving SLAs for complaint management with a profound experience in setting up the contact center
• 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 companys initiatives to drive improvements improve efficiency and reduce complaints
• Deliver cost efficiencies and increased in Customer Satisfaction Scores CSAT
• Enhance the quality of customer interactions ensuring quality assurance compliance regulatory and legal obligations are met across all interactions

Required skills

• Handled Call Centers for both Customer Service and Cross-Sell Processes
• Experience in Outbound Sales Contact Centre Management and Operations Management
• Strong conception skills to conceive build and execute strategies problem solving and providing at scale while keeping in mind reality of day-to-day deliverables
• Experience with automation of processes through tech integration