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

Role Overview

Key Responsibilities
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
Inbound & Outbound Management
Manage inbound queries
Oversee outbound campaigns: customer engagement
Ensure team adherence to compliance and quality standards
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
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
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 setting

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 (India)
🏢 Esyacode Software
📍 India