Director - Contact Center

Director of Contact Center - Financial/Banking/NBFC

RESPONSIBILITIES AND EXPECTATIONS :

- Responsible for contact center operational strategies, operations processes, effective and efficient use of call-center staff and technology resources and high volume outsourced vendor management

- Manage budget, forecasting and scheduling

- Monitor and analyze Key Performance Indicators, identify challenges, trends and improve efficiencies

- Manage occupancy levels while increasing bottom line margin of customer care budget

- Cost reduction initiatives, cost control, operational expenditure savings

- Improvement in quality ratings, AHT, reduction in repeat calls

- Manage team/ direct reports, responsible for training, learning and development, reduction in employee turnover, performance management, rewards programs

- Responsible for Workforce Management system, forecasting and planning, predictive scheduling, real time WFM

- Optimize standard operating procedures, first contact conflict resolution, lean time staffing requirements

- Six Sigma/ITIL certification is preferred but not mandatory