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12/06 Richa Shukla
Director at CairnMartin

Views:7364 Applications:316 Rec. Actions:Recruiter Actions:1

Director - Contact Center (10-20 yrs)

Mumbai Job Code: 460935

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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