Address
Form of workRole: Operations Director
Timings: Day Shift (Permanent)
Industry: BPO
Work Mode: Work from office
Functional Area: ITES / BPO / Customer Service
Process: Voice
Key Skills: Contact Centre
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.
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