Karvy - Head - Operations - Contact Centre

- Full responsibility of Delivery Centers - Operations

- Manage & run the delivery Center(s) optimally based on revenue projections including resource planning and equipment sourcing

- Develop Call center systems by enhancing voice networks, voice response systems, Customer interaction systems and deploying necessary infrastructure both hardware & software

- Monitor system performance, resolve problems, system analysis, perform process improvements, ensure quality compliance, cost/benefit analysis in order to improve call center operations

- Set and meet performance targets by working with Sales and Pre Sales to close business

- Advise Clients on products, services and liaise with supervisors, team leaders and Operatives to gather information

- Monitor random calls to minimize errors, ensure quality and track operational performance

- Coordinate staff recruitment, identify training needs, monitor & appraise staff performance; Plan, review & coordinate Compensation plans & incentive schemes

- Record statistics, user rates, performance levels of center, prepare call center performance reports, MIS and ensure relevant communication, updation of data records

- Administer scheduling systems, communicate job expectations and analyse daily and/ or monthly reports.

- Handle complex customer complaints