NowFloats Technologies - Lead - Contact Center/Call Center

BPO - CALL CENTER HEAD

- The role includes line responsibility for all third, second, or first line contact center teams providing ongoing customer service, and specific service teams as well as the planning and forecasting team.

- Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.

- Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.

- Lead, inspire and co-ordinate the contact centre management team at all levels and all location (India & international) to create motivated and engaged colleagues.

- Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.

- Responsible for the recruitment, training, induction and coaching strategy across the contact centres

- Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.

- Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation

- Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.

- Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

- Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM, and WFM to create a cost-effective operation consistently achieving contact handling SLAs.

- Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

- Deliver cost efficiencies and increased in Customer Satisfaction Scores.

- Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

- Call barging for Improvement in Performance of all Team members.