Contact Center

Responsibilities:

• To be responsible for the recruitment, development, training, and management of all contact center teams and to ensure consistency of performance across all sites.

• To create a culture of great customer experience. To coach and train a team of over 100 service executives to deliver a world-class service.

• To manage the contact center performance and to achieve monthly, quarterly, and annual SLA targets.

• Ensure that the contact center headcount is consistently on budget.

• To create performance dashboards for agents, setup performance review forums and coaching plans.

• To ensure regular assessment of all teams on product, business rules, and care skills.

• To manage regular meetings with all contact center team leaders and coaches discussing figures, distributing tasks, putting development plans, and making sure it is executed effectively.

• Analyze call reasons and work on calls reduction by directing avoidable call reasons to other channels.

• Work closely with the trainers to deliver onboarding training for new joiners. Conduct regular assessment for existing teams and plan for training and development plans