Bajaj Finance sells a host of products across its various verticals through the contact centres, it also services its customers through call centres. It uses a mix of inbound and outbound centres. Most of this execution is done through the outsourced partners and respective vertical PnL teams work closely with the execution teams. Currently we have over 2500 FTEs across our contact centres having grown at a very rapid clip. The company has had significant growth and has identified Direct to Consumer (D2C) as a key means to drive acquisition. The call centre is a key component driving this growth. Whilst we move our service to self-service channels, we continue to see contact centres being a core component of our service strategy. We expect to see these numbers increase - with addition in partners and also incremental physical centres. We are creating a role which will enable this growth to be better managed through a structured approach working with the various vertical teams: - 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 sales and customer service - Metricize the centres - Right metrics to be tracked, Defining bands of performance, Monitoring of same - Drive efficiency and effectiveness - Partner evaluation, market share shift execution - Scalable compliant processes - Better customer experience - Continual evaluate and implement best practices in hiring, training and development of contact centre associates This role will not be managing the day to day operations of these centres. Will drive the strategic changes and work through them through the respective vertical owners This is a senior management role and key aspect will be to work horizontally with peer groups and seniors to drive the agenda. Must Have: - Expertise in the contact centre space (Inbound &amp; Outbound - Sales and Service), preferably with domestic financial service domain expertise - Strong command on technology (IVR, Dialer, ACD etc) and other drivers of contact centres

Pune

Bajaj Finserv - National Manager - Contact Centre CoE 

Bajaj Finserv - National Manager - Contact Centre CoE  ,Job Description for Bajaj Finserv - National Manager - Contact Centre CoE  in Bajaj Finserv in  Pune for (10-14) years of experience. Apply Now!

Job Description for Bajaj Finserv - National Manager - Contact Centre CoE  in Bajaj Finserv in  Pune for (10-14) years of experience. Apply Now!