Job Purpose:
- As the Head of Contact Centre Operations, you will be the strategic and operational leader responsible for delivering exceptional customer experiences across all touchpoints.
- You will oversee the end-to-end operations of a high-performance, customer-centric contact centre, fostering innovation and ensuring scalability, efficiency, and quality.
- This role requires a seasoned leader with a deep understanding of contact centre operations, advanced technology integration, and a proven track record of transforming customer service into a competitive advantage.

Key Result Areas & Supporting Actions:
Strategic Leadership
- Develop and execute a future-focused strategy for the contact centre, ensuring alignment with organizational objectives.
- Drive transformation initiatives to position the contact centre as a strategic enabler of customer satisfaction, loyalty, and retention.
- Anticipate market trends, customer expectations, and technological advancements to stay ahead of the curve.

Customer-Centric Approach




- Champion a culture of customer obsession by embedding a customer-first mindset across teams.
- Use data-driven insights to personalize customer interactions and address pain points proactively.
- Regularly gather and act on customer feedback to refine service delivery.

Operational Excellence
- Oversee all operational aspects of the contact centre, including staffing, scheduling, agent & service performance management, and compliance.
- Continuously improve key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
- Establish and enforce service level agreements (SLAs) to ensure consistency and reliability in customer interactions.

Data-Driven Decision Making
- Establish a comprehensive performance measurement framework, leveraging advanced analytics to track and improve key KPIs.
- Utilize predictive analytics to forecast demand, optimize resource allocation, and

📌 Head - Inbound Contact Centre (Mumbai)
🏢 Sun Life
📍 Mumbai