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:

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• 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
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• To deliver a best-in-class service, meeting or exceeding all KPIs and within budget
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• 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)
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• Customer life cycle management & mapping within organization journey & goals, driving SLAs for complaint management with a profound experience in setting up the contact center
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• Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives
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• Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency
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• 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
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• Deliver cost efficiencies and increased in Customer Satisfaction Scores, CSAT
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• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
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Required skills

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• Handled Call Centers for both Customer Service and Cross-Sell Processes
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• Experience in Outbound Sales Contact Centre Management and Operations Management
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• Strong conception skills to conceive, build and execute strategies, problem solving and providing at scale while keeping in mind reality of day-to-day deliverables
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• Experience with automation of processes through tech integration
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