Talent.com
This job offer is not available in your country.
Head - Inbound Contact Centre

Head - Inbound Contact Centre

ConfidentialMumbai
16 days ago
Job description

Job Purpose :

  • As the Head of Contact Centre Operations, you will be the strategic and operational leader responsible for delivering exceptional customer experiences across all touchpoints.
  • You will oversee the end-to-end operations of a high-performance, customer-centric contact centre, fostering innovation and ensuring scalability, efficiency, and quality.
  • This role requires a seasoned leader with a deep understanding of contact centre operations, advanced technology integration, and a proven track record of transforming customer service into a competitive advantage.

Key Result Areas & Supporting Actions :

Strategic Leadership

  • Develop and execute a future-focused strategy for the contact centre, ensuring alignment with organizational objectives.
  • Drive transformation initiatives to position the contact centre as a strategic enabler of customer satisfaction, loyalty, and retention.
  • Anticipate market trends, customer expectations, and technological advancements to stay ahead of the curve.

    • Customer-Centric Approach

  • Champion a culture of customer obsession by embedding a customer-first mindset across teams.
  • Use data-driven insights to personalize customer interactions and address pain points proactively.
  • Regularly gather and act on customer feedback to refine service delivery.

    • Operational Excellence

  • Oversee all operational aspects of the contact centre, including staffing, scheduling, agent & service performance management, and compliance.
  • Continuously improve key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
  • Establish and enforce service level agreements (SLAs) to ensure consistency and reliability in customer interactions.

    • Data-Driven Decision Making

  • Establish a comprehensive performance measurement framework, leveraging advanced analytics to track and improve key KPIs.
  • Utilize predictive analytics to forecast demand, optimize resource allocation, and anticipate customer needs.
  • Provide actionable insights to drive decision-making and continuous improvement.

    • Cost Management

  • Optimize operational budgets by driving efficiencies, managing resource utilization, and reducing costs without compromising quality.
  • Conduct regular financial reviews to ensure alignment with organizational goals and ROI expectations.

    • Stakeholder Management

  • Collaborate with cross-functional teams, including marketing, sales, technology, and product teams, to align contact centre goals with broader business priorities.
  • Manage vendor relationships to ensure optimal performance from outsourced partners.
  • Serve as the primary point of contact for senior leadership, providing regular updates on contact centre performance, challenges, and opportunities.

    • Innovation and Technology Integration

  • Spearhead the integration of cutting-edge technologies, such as AI, Generative AI, chatbots, and predictive analytics, to enhance efficiency and customer engagement.
  • Leverage automation and self-service solutions to optimize workflows and empower customers.
  • Collaborate with technology teams to implement CRM systems, omnichannel platforms, and advanced reporting tools.

    • Team Leadership & Development

  • Build, inspire, and lead a high-performing team of managers, supervisors, and agents.
  • Design and implement robust training programs to ensure teams are skilled, motivated, and aligned with organizational goals.
  • Foster a culture of accountability, collaboration, and innovation.

    • Skills Required

    Service Excellence, Customer Experience, Market Analysis, Automation

    Create a job alert for this search

    Centre Head • Mumbai

    Related jobs
    • Promoted
    Sales Head – Mumbai

    Sales Head – Mumbai

    Prestige Alco Bev Private LimitedKalyan-Dombivli, IN
    Prestige Alcobev is a growing name in the Alcobev industry, driven by passion, innovation, and commitment to excellence.As we continue to expand, we are looking for a dynamic leader to spearhead ou...Show moreLast updated: 5 days ago
    • Promoted
    Head of Operations

    Head of Operations

    ConfidentialThane, IN
    Our client is an established name in the.An Engineer with Plant Operations experience, specifically as a Plant Head, from the.Show moreLast updated: 4 days ago
    • Promoted
    L3 UCCE and Release Management

    L3 UCCE and Release Management

    Servion Global SolutionsKalyan-Dombivli, IN
    Role : L3 UCCE support and Release Management.Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms. Basic Cisco ICM / CCMP / CVP / CUIC & troubleshooting.MACD cr...Show moreLast updated: 15 days ago
    • Promoted
    Head of Business Development - India

    Head of Business Development - India

    OpenSolarThane, IN
    OpenSolar was founded in 2017 by global pioneers in solar software - Andrew Birch and Adam Pryor.OpenSolar exists to accelerate the adoption of solar and renewable energy globally.We provide the wo...Show moreLast updated: 3 days ago
    • Promoted
    Head – International D2C Business

    Head – International D2C Business

    Reasoned.Mumbai, Maharashtra, India
    Position : Head – International D2C Business.Experience : 5+ years in scaling international D2C businesses.India’s first all-in-one platform enabling seamless e-commerce exports.We empower Indian D2C...Show moreLast updated: 4 days ago
    • Promoted
    Call Center Sales Manager and Head – Outbound B2B Sales

    Call Center Sales Manager and Head – Outbound B2B Sales

    ConfidentialMumbai, India
    Call Center Operations Manager Head – Outbound B2B Sales.Santacruz (W), Mumbai (On-site).Fashion TV is the world's largest fashion brand and a leading luxury fashion and lifestyle media house.Miche...Show moreLast updated: 7 days ago
    • Promoted
    Technical Head - Customer Experience Centre

    Technical Head - Customer Experience Centre

    ConfidentialMumbai
    Responsible for defining, developing, and driving the technological vision for the organization's customer experience initiatives. Lead the adoption of cutting-edge technologies, ensure seamless sys...Show moreLast updated: 16 days ago
    • Promoted
    Head of Sales

    Head of Sales

    AviateKalyan-Dombivli, IN
    At Humantic AI, our mission is to humanize the internet.Our product is at the cutting-edge of AI, Psychology and large-scale data. We believe that we have an opportunity (and even a responsibility) ...Show moreLast updated: 12 days ago
    • Promoted
    UCCE L3 Engineer

    UCCE L3 Engineer

    Servion Global SolutionsKalyan-Dombivli, IN
    Supporting Experience on Cisco UCCE / UCCX / PCCE solutions & 3rd party Call recording platforms.Basic Cisco ICM / CCMP / CVP / CUIC & troubleshooting. MACD creation knowledge in Cisco UCCE & IPT platform...Show moreLast updated: 15 days ago
    • Promoted
    Location Head

    Location Head

    Mango AdvisorsMumbai, Maharashtra, India
    Have a strong bias for action(read deal making) and value speed with a combination of perfection(read goal orientation).Make decisions with this ethos : Customer> . Thrive in a flat and open organizat...Show moreLast updated: 4 days ago
    • Promoted
    Contact Centre Manager (Operations)

    Contact Centre Manager (Operations)

    ConfidentialThane
    Contact Centre Manager to lead outsourced partner ops across call center & social media.Drive SLA adherence, cost governance, escalations & CX. Champion Training & Quality to boost CSAT, FCR & seaml...Show moreLast updated: 7 days ago
    • Promoted
    Global Delivery Centre Head

    Global Delivery Centre Head

    ConfidentialMumbai, India
    Develop an integrated view of the client's needs (internal and external) and business.Lead and develop the service delivery function - Enable and champion a service delivery.Lead strategic initiati...Show moreLast updated: 7 days ago
    • Promoted
    Head – Yield Management System

    Head – Yield Management System

    Tata ElectronicsThane, IN
    Tata Electronics Private Limited (TEPL) is a greenfield venture of the Tata Group with expertise in manufacturing precision components. Tata Electronics (a wholly owned subsidiary of Tata Sons Pvt.I...Show moreLast updated: 30+ days ago
    • Promoted
    Team leader International Pr

    Team leader International Pr

    AltisourceThane, IN
    Job Title : Team Leader – Voice Process (International BPO).The Team Leader – Voice Process is responsible for managing a team of customer service representatives handling inbound and outbound voice...Show moreLast updated: 5 days ago
    • Promoted
    Cluster Head

    Cluster Head

    XphenoMumbai, Maharashtra, India
    We are seeking an energetic and strategic Cluster Head to lead our expansion efforts in the SaaS, Service Sales, Collections and Marketplace sectors. This pivotal role involves managing the end-to-e...Show moreLast updated: 4 days ago
    • Promoted
    Area Head (Center Manager)

    Area Head (Center Manager)

    Dr Reddy's FoundationMumbai, Maharashtra, India
    Reddy’s Foundation (DRF) is a not-for-profit organization, focused on enhancing the dignity and well-being of socially and economically vulnerable people. We empower communities through improved edu...Show moreLast updated: 30+ days ago
    • Promoted
    Center Head

    Center Head

    ConfidentialNavi Mumbai, Mumbai, Mumbai City
    Graduation Degree , Early Childhood Education (preferred) / .Good inter personal skills to handle parents and internal team. High level of customer orientation.Should be able to handle walk ins and co...Show moreLast updated: 3 days ago
    • Promoted
    Head – Client Leadership

    Head – Client Leadership

    ConfidentialMumbai, India
    Mindshare, a GroupM company and part of WPP, is seeking a dynamic and experienced Head of Client Leadership to lead the relationship with one of our largest global FMCG clients.This pivotal role de...Show moreLast updated: 7 days ago