Head - Call Center Operations - Healthcare Startup

This early stage tech start up is in the emergency response space. It is well backed by leading PE firms and investors. They are already present in multiple cities and 70+locations pan India. As they bolster their leadership, they are looking for a Head of Call Center Operations.

Responsibilities:

- This person will lead a Contact Center Operation of a fast paced area of business that is challenging and changing continuously.

- Managing the day to day performance of the Contact Center Operations and expected to shape the future of a Contact Center being committed to deliver a great customer contact experience through a variety of customer contact channels.

- To deliver a best in class service, meeting or exceeding all KPIs and within budget.

- Enhance customer experience, Revenue growth, Brand Awareness & encourage penetration of others sources of transaction such as IVR, Voice & Non Voice call center operations, Digital platform (Chat, App, Mails)

- Customer life cycle management & mapping within organization journey & goals, driving SLA's for complaint management with a profound experience in setting up the contact center from scratch

- Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives

- Lead, inspire and co-ordinate the contact Centre management team at all levels to create motivated and engaged colleagues.

- Be responsible for the end to end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints.

- Deliver cost efficiencies and increased in Customer Satisfaction Scores, CSAT.

- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Desired Profile:

- 5-11 Years of proven experience of leading a service driven contact Center operation with experience of managing an operation through periods of significant growth or change.

- Excellent communication and leadership skills

- Ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.