Contact Centre Head - Inbound - Operations & Service Delivery

Fantastic job opportunity with a leading private sector bank!

Designation: Head Service Delivery (Inbound - Operations & Service Delivery)

Location: Gurgaon

Job Responsibilities:

- Manage the people resources within the Communication centre ensuring SLA’s are met w.r.t System utilization, Agent Performance, Attendance, Product knowledge and Soft skills

- Responsible for deployment of best practices and service quality parameters for the in bound contact center but would also play an important role in setting up a full fledged outbound center to support business garnering.

- To achieve or exceed the targets on Customer Migration, Customer Satisfaction, Costs etc. by implementing and managing innovative processes, products & services through our Communication Centre while ensuring compliance to internal and external policies/guidelines.

- Responsible for improving productivity, reducing cost, ensuring business continuity by effective management of resources and implementing operational controls to mitigate operational risks.

- Design, develop and implement variety of innovative promotions/schemes/programs for cross-sell and up-sell pf products/services through phone banking.

Hem Joshipura