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 anticipate customer needs.
- Provide actionable insights to drive decision-making and continuous improvement.

Cost Management
- Optimize operational budgets by driving efficiencies, managing resource utilization, and reducing costs without compromising quality.
- Conduct regular financial reviews to ensure alignment with organizational goals and ROI expectations

Stakeholder Management
- Collaborate with cross-functional teams, including marketing, sales, technology, and product teams, to align contact centre goals with broader business priorities.
- Manage vendor relationship

📌 TL-Lead-Customer Service-Thane (Maharashtra)
🏢 Aditya Birla Capital
📍 Maharashtra