Senior Manager - Contact Center Operations - BPO

Senior Manager - Contact Center Operations

DFAC Senior Manager - This position will report to the Head of Shared Services and will spearhead the operations focusing on the following objectives:

Driving Business: Oversee Advisory Centre, an extension of the CC division, comprising 100 members managing leads and business.

Lead Management: Implement strategies for lead generation from digital data and helpline sources, aiming for a conversion rate of 65% from all planned ATL/BTL activities.

Revenue Generation: Collaborate closely with the CC Division to contribute to a target revenue of INR 200 Cr.

Enhancing Customer Experience Management: Monitor operational metrics rigorously to maintain service level performance in accordance with the MSA. Conduct monthly reviews with the Partner across all lines of business, ensuring effective handling of business.

Technical Development: Actively engage in ongoing enhancements of CRM and Telephony systems to streamline agent workflows and elevate customer experiences.

Key Skills and Qualifications:

- Strong communication, leadership, and interpersonal skills.

- Proficiency in data analysis to drive informed decisions.

- Excellent problem-solving abilities and creativity in developing solutions.

- Effective multitasking and prioritization in a fast-paced environment.

- Identifying and capitalizing on revenue generation opportunities.

- Familiarity with industry trends and collaboration with sales, marketing, and media teams.

- Experience in monitoring and reporting revenue performance using tools like Power BI.

- In summary, the Senior Manager will play a pivotal role in driving business growth and maximizing revenue for the CC Division, while ensuring exceptional customer experiences and operational efficiency