Primary Responsibilities:

Vendor Relationship Management –

- Serve as the primary point of contact for outsourced call centre partners.

- Build solid, collaborative relationships with vendor leadership teams

- Conduct regular reviews to assess performance and provide strategic inputs on improvement

Performance Monitoring & SLA Management - Track and analyse vendor KPIs -

- Service Level (SL)

- Average Handling Time (AHT) – for LOBs with voice channels

- First Time Right (FTR)

- Customer Satisfaction (CSAT)

- Root cause analysis

- Quality, identify performance gaps and implement corrective action plans

Continuous Improvement -

- Identify opportunities for process optimization

- Lead improvement initiatives

- Support implementation of new tools, systems, or workflows

Financial oversight –

- Validate vendor billing as per terms for accuracy

- Drive cost optimization

Core Competencies -

- Vendor Management





- Building High Performance Teams

- Data Analysis

- Negotiation Skills

- Performance Optimization

- Collaboration & Stakeholder Management

Preferred Qualifications and Experience

- Proven track record in coaching agents, motivating teams, and managing performance through feedback and development programs

- Strong communication, problem-solving, and interpersonal skills.

- Expertise in monitoring KPIs such as CSAT, NPS, and agent turnover, using data to identify trends and optimize processes

- Ability to manage multiple escalations simultaneously in a high-pressure environment.

- Experience streamlining workflows, forecasting call volumes, scheduling, and integrating tools like AI for quality assurance.

📌 Director - I - Customer Service (Gurugram)
🏢 Tata Digital
📍 Gurugram