head contact center operations in hyderabad

posted
contact
randstad india
position type
permanent
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posted
location
hyderabad, telangana
function
Information Technology
position type
permanent
experience
8 To 15
reference number
943946
contact
randstad india

job description

head contact center operations in hyderabad

?Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the recruitment, training, induction and coaching strategy across the contact centres (when MMK progresses to multicity Units)
Work closely with HR. Taking responsibility for the ongoing development of all levels of contact centre colleagues.
Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation
Lead an effective resource planning team/recruitment consultants, ensuring that resources are fully utilised and any contact demand is effectively covered.
Applying best practices, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM.
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Deliver cost efficiencies and increase in Customer Satisfaction Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Benefits
?Leading MNC based at Hyderabad

Client Introduction
?Leading MNC based at Hyderabad

skills

?"Head Operations"
"Operations Manager"

qualification

?Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the recruitment, training, induction and coaching strategy across the contact centres (when MMK progresses to multicity Units)
Work closely with HR. Taking responsibility for the ongoing development of all levels of contact centre colleagues.
Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation
Lead an effective resource planning team/recruitment consultants, ensuring that resources are fully utilised and any contact demand is effectively covered.
Applying best practices, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM.
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Deliver cost efficiencies and increase in Customer Satisfaction Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.