Job Description – Contact Center Head

Position: Contact Center Head

Location: Thane, Mumbai

Employment Type: Full time

About the Role

We are seeking an experienced and dynamic Contact Center Head to lead and scale our customer support and customer engagement operations. The ideal candidate will be responsible for managing end-to-end contact center functions, driving service excellence, improving customer satisfaction, optimizing operational efficiency, and leading high-performing teams.

Key Responsibilities

Contact Center Operations
- Lead and manage day-to-day contact center operations across inbound and outbound channels.
- Ensure achievement of service level agreements (SLAs), quality standards, and customer satisfaction targets.
- Monitor and improve key performance metrics such as AHT, FCR, CSAT, NPS, occupancy, and productivity.
- Develop and implement strategies to enhance customer experience and operational efficiency.

Team Leadership & Management
- Build, mentor, and manage team leaders, supervisors, and customer service representatives.




- Drive employee engagement, performance management, coaching, and development initiatives.
- Conduct regular performance reviews and create succession plans for key roles.

Process Improvement
- Identify process gaps and implement continuous improvement initiatives.
- Collaborate with cross-functional teams to streamline customer journeys and resolve escalations.
- Leverage technology, automation, and analytics to improve service delivery.

Customer Experience
- Ensure timely resolution of customer queries, complaints, and escalations.
- Develop customer-centric processes to enhance satisfaction and retention.
- Analyze customer feedback and implement corrective action plans.

Reporting & Analytics
- Prepare and present operational reports, dashboards, and performance insights to senior management.
- Use data-driven decision-making to improve efficiency, quality, and customer outcomes.
- Forecast staffing requireme

📌 Contact Center Head (Thane)
🏢 N Human Resources & Management Systems
📍 Thane