- To look after entire 100+ seats outbound call centre operations and deliver high productivity through controlling, monitoring, analyzing & reviewing system. - Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. - Develops contact center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. - Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. - Accomplishes contact center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. - Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends. - Experience with telephony set-up and related requirements. - Skilled in developing a detailed process management plan as well as a measurement framework to smoothen the process. - Own the quality and feedback units to improve Customer Service and overall satisfaction scores - Analyse issues to pre-empt customer behaviour and exceed customer expectations through continual improvement achieved by engaging all stakeholders across all verticals and developing a robust quality model for customer service

Hyderabad

Head - Contact Center  

Head - Contact Center   ,Job Description for Head - Contact Center   in Confidential in  Hyderabad for (9-17) years of experience. Apply Now!

Job Description for Head - Contact Center   in Confidential in  Hyderabad for (9-17) years of experience. Apply Now!