Head - Contact Centre - Education/Aviation

We are hiring for our client in the Education/Aviation sector.

Job Title: Head Contact Centre

Location: Gurugram, Haryana

Function: Call Centre/Sales

Job Responsibilities:

- To oversee 700-seat outbound call centre operations and ensure high productivity by controlling, monitoring, analysing, and reviewing the system.

- Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications; and setting productivity, quality, and customer-service standards; contributing information and analysis to organisational strategic plans and reviews.

- Develops call centre systems by creating customer interaction and voice response systems, voice networks, designing user interfaces, developing and executing user acceptance test plans, and planning and managing implementations.

- Maintains and improves call centre operations by monitoring system performance, identifying and resolving issues, preparing and implementing action plans, conducting system audits and analyses, managing system and process improvements, and overseeing quality assurance programs; installs upgrades.

- Achieves call centre human resources goals by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; managing scheduling systems; communicating job expectations; planning, monitoring, evaluating, and reviewing employee contributions; planning and reviewing compensation activities; and enforcing policies and procedures.

- Prepares call centre performance reports by gathering, analysing, and summarising data and trends.

Requirements:

- Minimum Education: Graduate/ MBA

- Work Experience: 15+ years

- Minimum number of agents handled: 700+

- IT Knowledge: Proficient in MS Office