Head of Contact Center- BPO Division for a Leading Bank

Gratitude Inc

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2 months ago

Head of Contact Center- BPO Division for a Leading Bank

15-20 Year(s)

Thane (Thane)

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Job Description

Key Skills

Contact Centre

112 candidate(s) have already applied for this Job. Apply now

Job Purpose

The role incumbent will be responsible for running the customer contact centre through our in-house team and the outsourced partner. Role Set up and lead the contact centre operations for both voice and non-voice channels. Voice channel will include both inbound and outbound operations. Non-voice channel will include chat, social media, email. Set up and lead the customer grievance desk Set up end to end contact centre process in collaboration with all other functions like Operations, Collections, Credit, Sales etc. Ensure continuous improvement, cost & people efficiency, learning & development of the service delivery officers Manage key contact centre relationships – technology and people partners Ensure highest standards in service delivery resulting in customer satisfaction and delight. Ensure quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Required someone from banking handling contact centre profit and loss

Salary- 40-50 Lakhs

depends on the last drawn salary.

Role

Operations Director

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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