Head - Call Centre - BPO

Head - Call Centre

Job Title: Call Centre Head

Company Overview: We are a leading Non-Banking Financial Company (NBFC) committed to providing innovative financial solutions to our diverse clientele. With a strong focus on customer satisfaction and service excellence, we are seeking a dynamic and experienced professional to join our team as Call Centre Head.

Position Overview: As the Call Centre Head, you will be responsible for overseeing the day-to-day operations of our call centre department. Your primary objective will be to ensure the delivery of exceptional customer service experiences while optimizing operational efficiency and productivity. You will play a pivotal role in driving the performance of our call centre team, fostering a culture of continuous improvement, and upholding the highest standards of service quality.

Key Responsibilities:

Strategic Leadership:

- Develop and implement strategic initiatives to enhance the overall performance and effectiveness of the call centre department.

- Align call centre objectives with the company's goals and objectives, ensuring synergy across all functions.

Operational Management:

- Oversee the day-to-day operations of the call centre, including call handling, workforce management, and quality assurance.

- Monitor key performance indicators (KPIs) such as service level, average handling time, and customer satisfaction scores, taking proactive measures to achieve targets.

Team Management and Development:

- Lead, coach, and mentor a team of call centre agents, supervisors, and support staff to maximize their potential and foster a culture of high performance.

- Conduct regular performance evaluations, provide constructive feedback, and implement training programs to enhance employee skills and knowledge.

Customer Experience Enhancement:

- Champion a customer-centric approach within the call centre, ensuring that all interactions are conducted with empathy, professionalism, and efficiency.

- Implement best practices for resolving customer inquiries, complaints, and escalations, striving to exceed customer expectations at every touchpoint.

Technology and Process Improvement:

- Identify opportunities to leverage technology and automation to streamline call centre processes, enhance productivity, and improve service delivery.

- Collaborate with relevant stakeholders to implement new systems, tools, and workflows that optimize operational efficiency and enhance the customer experience.

Compliance and Quality Assurance:

- Ensure compliance with regulatory requirements, company policies, and industry standards, particularly regarding data security, privacy, and ethical practices.

- Establish and maintain robust quality assurance processes to monitor call centre performance, identify areas for improvement, and uphold service quality standards.

Qualifications and Experience:

- Bachelor's degree in Business Administration, Management, or a related field. Advanced degree preferred.

- Proven track record of at least 5 years in a senior leadership role within a call centre or customer service environment, preferably in the financial services industry.

- Strong understanding of call centre operations, including workforce management, performance metrics, and quality assurance practices.

- Exceptional leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams to achieve goals.

- Strategic thinker with the ability to develop and execute initiatives that drive business results and improve customer satisfaction.

- Proficiency in call centre technologies, CRM systems, and data analytics tools.

- Sound knowledge of regulatory requirements and compliance standards relevant to the financial services sector.