Head - Digital Contact Center - NBFC

Head Digital Contact Center

Opening for Head digital contact center

The position is with reputed NBFC

Location : Mumbai

Exp : 10+ years

CTC : Open

Job Purpose statement :

- To make strategic decisions & lead the formation of the digital contact strategy, design appropriate service and propositions, research and recommend the correct digital contract channels for our market and costumer profile interfaces.

- Responsible for succeeding with growth to uptake of digital channels and delivery of customer contact efficiencies across digital service lines, delivered with compromising existing revenue, service and margin position.

Duties & responsibilities :

- Responsible for succeeding with growth of uptake of digital channels and delivery of customer contact efficiencies across digital service lines, delivered without compromising existing revenue, service and margin position.

- Qualify and understand the full range of market trends, influences and opportunities relevant to the business, market and customer base

- Understand the challenges and opportunities within both existing and new customer segments.

- Develop compelling and differentiated digital propositions. Compile case studies to demonstrate our value. Identify new capabilities and/or partnerships required to strengthen capabilities.

- Manage and lead your team, and work collaboratively with the customer operations team to embed new tools and technologies and offer a successful digital transformation.

- Identify, research and select key third party suppliers, working in an inclusive relationship capacity to achieve all required outcomes.

- Own all digital contact; lead and deliver continual improvement and development of the multi-channel/omnichannel proposition

Key Challenges :

- Gaining and understand of Digital market trends and opportunities that are relevant to the contact center

- Ensure consistent delivery of service Email, Web Chat, Social, SMS, IVR etc

- Designing and implementing ways to develop various channels

- Identifying and researching third party suppliers.

Sangeeta B