Key Result Areas

Supporting Actions

Strategic Leadership

Develop and execute a futurefocused 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.

CustomerCentric Approach

- Champion a culture of customer obsession by embedding a customerfirst mindset across teams.
- Use datadriven 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.

DataDriven 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 decisionmaking and continuous improvement.

Cost Management

- Optimize operational budgets by driving efficiencies,



managing resource utilization, and reducing costs without compromising quality.
- Conduct regular ficial reviews to ensure alignment with organizational goals and ROI expectations

Stakeholder Management Collaborate with crossfunctional 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

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

Leverage automation and selfservice solutions to optimize workflows and empower customers.

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

Team Leadership Development

Build, inspire, and lead a highperforming 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 TLLeadCustomer Service (Thane)
🏢 Aditya Birla Insulators
📍 Thane