Center Head Mumbai

JOB PURPOSE : The Center Head is responsible for managing and overseeing call center operations, including staff performance, operational efficiency, and quality assurance. This role involves developing strategies to enhance productivity and customer satisfaction while reducing costs and ensuring the call center meets its targets and objectives.

KEY RESPONSIBILITIES :

1.     Operational Management :  Oversee daily operations of the call center, ensuring efficiency, quality, service, and cost-effective management of resources.

2.    Team Leadership :  Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setting clear goals, managing performance, and developing staff skills.

3.    Performance Monitoring :  Monitor call center KPIs (Key Performance Indicators), such as customer satisfaction, average handling time (AHT), and service level agreements (SLAs), to ensure high-quality service.

4.     Process Improvement :  Identify and implement strategies to improve productivity, operational efficiency, and customer service. Regularly review and revise processes to adapt to changes in the business environment.

5.    Staff Training & Development :  Arrange for appropriate training sessions for call center staff to improve their knowledge and skills. Foster a culture of learning and continuous improvement.

6.     Reporting :  Prepare reports on call center performance and data analysis for management. Use data to make informed decisions.

7.    Technology & Infrastructure :  Ensure that the call center's technology infrastructure supports its operations efficiently. Stay updated with new technologies that could enhance call  center performance.

8.    Customer Satisfaction :  Ensure high levels of customer satisfaction through excellent service. Handle complex customer complaints or issues.

9.    Budget Management :  Develop and manage the call center budget to ensure financial efficiency and cost control.

10. Compliance & Quality Assurance :  Ensure compliance with all legal and regulatory requirements. Implement quality assurance policies and procedures to uphold high service standards.

Candidate Profile

• Education : Graduate required; MBA preferred but not mandatory.
• Experience :

o Minimum 10 years in BPO / Call Center Operations.

o At least 5 years of leadership experience managing a collections call center or large collections process.

o  Prior exposure to handling clients in banking and NBFC sectors is essential.

Operational Excellence : Expertise in managing dialer platforms, productivity metrics, compliance, and quality frameworks.

Skills Required

Operational Management, Budget Management, Process Improvement, Technology Infrastructure, Performance Monitoring