Head of Contact Center- BPO Division for a Leading Bank
Gratitude IncHead of Contact Center- BPO Division for a Leading Bank
Job Description
Key Skills
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Job Purpose
The role incumbent will be responsible for running the customer contact centre through our in-house team and the outsourced partner. Role Set up and lead the contact centre operations for both voice and non-voice channels. Voice channel will include both inbound and outbound operations. Non-voice channel will include chat, social media, email. Set up and lead the customer grievance desk Set up end to end contact centre process in collaboration with all other functions like Operations, Collections, Credit, Sales etc. Ensure continuous improvement, cost & people efficiency, learning & development of the service delivery officers Manage key contact centre relationships – technology and people partners Ensure highest standards in service delivery resulting in customer satisfaction and delight. Ensure quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Required someone from banking handling contact centre profit and loss
Salary- 40-50 Lakhs
depends on the last drawn salary.
Role
Operations Director
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
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