Customer Care Lead - Telecom Contact Centre

Urgent opening for Customer service Head one of the telecom MNCs.

Location : Mumbai

- The Contact Centre Operations Lead will assist the Head of Assisted Care in the strategic enablement of robust and dynamic operations

- He/she will have direct accountability for optimization of workforce management and planning across the Assisted Care business. Leading the CNOC operation, he/she will ensure the timely resolution of all allocated issues to deliver a world-class customer experience. In addition, the CC Ops Lead will also lead the transition of services to Outsourced Partners.

- Drives the development of innovative resource planning and optimization solutions to maximize customer experience and return on investment

- Drives the development of long term strategic planning and support models to support the growth

- Provide effective real time management to dynamically deliver our SLA- s

- Provide efficient Dialler Management to ensure optimum call utilization

- Provide accurate and timely data to monitor agreed KPI e.g. shrinkage, recruitment plans, adherence etc.

- Identifies, establishes and conducts reporting and analysis on operations, both at the Regional and distributed contact center- s, using methodology in line and agreed with MI

CTC: Negotiable

Susmita Debnath
9051428990