Head of Contact Centre
Gratitude IncHead of Contact Centre
Job Description
Key Skills
9 candidate(s) have already applied for this Job. Apply now
Job Purpose:
We are seeking an experienced professional for the position of Head of Contact Centre to oversee and lead our customer contact operations. The successful candidate will be responsible for managing both in-house and outsourced teams, handling voice and non-voice channels, including inbound and outbound voice operations, chat, social media, and email. The role involves setting up and leading the customer grievance desk, collaborating with various functions like Operations, Collections, Credit, and Sales to establish end-to-end contact centre processes.
Key Responsibilities:
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Contact Centre Operations: Set up and lead contact centre operations for voice and non-voice channels, ensuring efficiency and high standards in service delivery.
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Customer Grievance Desk: Establish and lead the customer grievance desk to address and resolve customer issues promptly.
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Process Collaboration: Work closely with other functions such as Operations, Collections, Credit, Sales, etc., to integrate and optimize contact centre processes.
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Continuous Improvement: Drive continuous improvement initiatives, focusing on cost efficiency, learning and development of service delivery officers.
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Relationship Management: Manage key relationships with contact centre technology and personnel partners.
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Service Delivery Standards: Ensure the highest standards in service delivery, leading to customer satisfaction and delight.
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Quality Assurance and Compliance: Oversee quality assurance, compliance, and adherence to regulatory and legal obligations in all interactions.
Qualifications and Experience:
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Proven experience in managing contact centre operations, preferably in the banking sector.
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Strong understanding of profit and loss management in a contact centre environment.
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Excellent leadership and interpersonal skills with a focus on achieving results.
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Familiarity with voice and non-voice channels, technology, and customer service best practices.
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Ability to collaborate effectively with cross-functional teams.
Role
Client Servicing/Key Account Manager
Timings
Day Shift (Permanent)
Industry
Banking / Financial Services / Broking
Work Mode
Work from office
Process
Voice
Functional Area
Banking / Financial Services
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
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