Designation:

Location: India Maharashtra G-Corp Tech Park, Thane

Organization: Financial Services

Job Description:

Key Result Areas

Supporting Actions

Strategic Leadership

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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

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

- Manage vendor relationships to ensure optimal performance from outsourced partners.

- Serve as the primary point of contact for senior leadership, providing regular updates on contact centre performance, challenges, and opportunities

Innovation and Technology Integration

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Spearhead the integration of cutting-edge technologies, such as AI, Generative AI, chatbots, and predictive analytics, to enhance efficiency and customer engagement.

- Leverage automation and self-service solutions to optimize workflows and empower customers.

- Collaborate with technology teams to implement CRM systems, omnichannel platforms, and advanced reporting tools.

Team Leadership & Development

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Build, inspire, and lead a high-performing team of managers, supervisors, and agents.

- Design and implement robust training programs to ensure teams are skilled, motivated, and aligned with organizational goals.

- Foster a culture of accountability, collaboration, and innovation

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