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 company's 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