Associate Director – Contact Centre Operations Head (15-20 yrs)

Job Description:

– Line responsibility for all third, second, or first line contact centre teams (in-house and outsourced) providing ongoing customer service, and specific service teams as well as the planning and forecasting team.

– Manage the day to day performance of the Contact Centre Operations (Voice & Non Voice) to deliver a best in class service, meeting or exceeding all KPIs and within budget.

– Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.

– Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.

– Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.

– Responsible for the recruitment, training, induction and coaching strategy across the contact centres

– Work closely with HR, Field Ops, Business Development and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.

– Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation

– Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.

– Applying best practices, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

– Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.

– Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

– Deliver cost efficiencies and increase in Customer Satisfaction Scores.

– Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

What qualifies you for the role?

– Minimum 15 years of experience in BPO for telecom, e-commerce or banking business.

– Proven experience of leading a service driven contact centre operation with experience of managing an operation through periods of significant growth or change.

– Must be well versed with Contact Center KPIs and Technology for both Voice & Non Voice operations.

– Must have an experience of partner relationship management and costing models.

– Well versed with usage of analytical/statistical tools and able to display data driven logical thinking & problem solving skills.

– Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively

– Ability to manage change and multiple competing priorities and projects in a fast-paced environment

– Knowledge of Quality tools, Problem solving techniques and VoC management will be an added advantage.

Skills Required:

– Analytical, Problem Solving, Critical Thinking, Team management, Vendor Management

Desirable Skills:

– Analytical, Problem Solving, Critical Thinking, Team management, Vendor Management


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