Head of Contact Centre

Gratitude Inc

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3 months ago

Head of Contact Centre

10-15 Year(s)

40 - 50 Thousand p.m

Mumbai

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Job Description

Key Skills

Profit & Loss (P&L) core Banking experience head of contact centre

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Job Purpose

The role incumbent will be responsible for running the customer contact center through our in-house team and the outsourced partner. Role Set up and lead the contact centre operations for voice and non-voice channels. The voice channel will include both inbound and outbound operations. The non-voice channel will include chat, social media, and email. Set up and lead the customer grievance desk Set up end-to-end contact center 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 center relationships – technology and people partners Ensure the 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 center profit and loss

Salary- 40-50 Lakhs

depends on the last drawn salary.

Mandatory required Female Candidates

Role

Customer Service Executive

Timings

Day Shift (Permanent)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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