Contact Centre Lead
Contact Centre Lead
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Job Description
Key Skills:
10 15 years of experience in the contact centre area across Customer Service Sales Operations and Collections spread across banking Insurance in BPO and/or captive units.
This candidate will lead the voice process and will be responsible for ensuring best in class customer experience for the clients. He/she will be responsible for understanding emerging tools and technologies in the contact centre space. He/she should have a solid understanding of voice processes pertaining to the BFSI sector (any others would also be added advantage)
Key Responsibilities
Work independently in a highly demanding and often ambiguous environment with strong attention to detail and exceptional organizational skill
Should have deep understanding of Metrics and should be able to report / discuss / articulate to senior leadership. (CXO levels)
Ability to seamlessly work with business and internal stakeholders on the improvement plan
Ability to develop dashboard / analytics for senior stakeholder reporting
Promote innovation automation and design led culture.
Defining best practices for Contact Centre practices and will be the thought leader and subject matter expert defining the standard operating procedures.
High learning agility with rapid adoption of new automation technologies and product platforms.
Focus on the new age cognitive contact centre operations in the BFSI industry and find ways to reduce/eliminate voicebased processes and optimize manual calls.
New or changed business goals and/or resource reductions.
Desired Candidate Profile:
10 years or more of management experience and currently in a leadership role working in BFSI related contact centre process will be an added advantage
Solid understanding of all tools and technologies related to voice processes and stateofthe business practices including Workforce Management
Proven experience in developing and implementing chatbots webchats IVR strategies email processes as well cloudbased solutions.
Exposure and experience across various payout and incentive processes variable / fixed/outcome based/transition based etc.
Understanding of financial aspects Pricing P&L & budgets
Proven track record of building and leading large teams across multiple countries and timezones
Strong business acumen and focus on operational excellence.
Good communication skills information analysis & interpretation capability (ability to present detailed technical analysis assumptions and recommendations succinctly).
Excellent problem solving task prioritization followup and quick learning skills. Ability to work in a fastpaced highpressure environment with dedication passion and motivation.
Excellent oral and written communication including presentation skills
Leadership/management/motivational skills
Exceptional multitasking and prioritization skills
Project Management experience.
Business Foresight ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities
Professional Skills:
Knowledge of Cognitive Contact centre related tools and technologies (indicative and not exhaustive list Verint NICE Avaya Genesys Aspect) in a multisite environment
Knowledge of multichannel service center processes and operations
Demonstrated skills with workforce management reporting and executive level presentation
Regards
Mohammed Ilyas
PHor Textor You can share the updated resume at com
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
