Job Title: Assistant Vice President (AVP) - Contact center Ops

Role Overview

Key Responsibilities

1. Call Center Strategy & Operations

- Own end-to-end call center operations

- Develop and implement strategies for high-quality customer service :

- Optimize inbound and outbound calls , ensuring efficiency and SLA adherence

- Drive process improvements to enhance first-call resolution and customer satisfaction

2. Inbound & Outbound Management

- Manage inbound queries
- Oversee outbound campaigns: customer engagement
- Ensure team adherence to compliance and quality standards

3. Forecasting & Workforce Planning

- Forecast call volumes based on historical trends
- Plan staffing requirements, shifts, and capacity to meet SLAs
- Optimize workforce utilization and minimize costs while maintaining service quality

4. Reporting & Analytics

- Analyse reports
- Track KPIs: AHT (Average Handle Time), FCR (First Call Resolution), CSAT, SLA adherence, and agent productivity and many more
- Provide actionable insights to improve performance and customer experience

5. Team Leadership & Development

- Lead large call center teams
- Conduct performance reviews
- Drive employee engagement,



retention, and skill development
- Serve as the key liaison between call center team and Client
- Present reports, forecasts, and performance analysis to senior management

Key Requirements

Experience :

- 10+ years in call center operations or customer service

- Proven experience managing large inbound/outbound operations :

- Robust expertise in forecasting, reporting, and process optimization

Skills :

- Excellent communication and stakeholder management :

- Strong analytical skills and experience with call center metrics :

- Hands-on experience with CRM, call center software Genesys (preferred), and workforce management tools :

- Leadership and team-building capabilities

Key Traits

- Customer-centric mindset
- Data-driven decision-making
- Strong problem-solving and operational execution skills
- Ability to thrive in a high-pressure, fast-paced environment

Job Types : Full-time, Permanent

Pay: ₹1,549,499.99 - ₹2,018,537.46 per year

Application Question(s):

- What's your current CTC?

Work Location: In person

📌 Avp Operations(Bpo) (Noida)
🏢 Esyacode Software
📍 Noida