Chief Manager Contact Centre Operations Chennai

Job Description:

• 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