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Job DescriptionJOB PURPOSE Lead the transformation of customer service operations as the Head of Call Center and Multichannel Operations. Develop strategies to centralize operations, shift towards digital-first self-serve interactions, and integrate customer insights across channels. Oversee operational excellence, technological enhancements, and stakeholder alignment to elevate customer experiences and drive innovation in a dynamic and evolving customer service landscape.Roles And ResponsibilitiesStrategic Vision: Develop the operating model strategy for customer contract centers across the segments and subsidiaries in the group. This includes centralizing operations, onshore and offshore resourcing, in addition to defining a road map to shift from call-based interactions to engaging digital first self-serve touchpoints.Operational Excellence: Oversee day-to-day operations of the call center and multichannel teams, ensuring adherence to service level agreements (SLAs) and quality standards. Implement effective workforce management practices to optimize staffing levels, scheduling, and resource allocation for each channel.Multichannel Integration: Collaborate with cross-functional teams to integrate customer data and insights from various channels, enabling a holistic view of customer interactions and needs. Drive initiatives to ensure consistent messaging and branding across all communication platforms.Performance Analysis and Reporting: Monitor key performance indicators (KPIs) and metrics for each communication channel, identifying trends, areas for improvement, and opportunities for optimization. Generate insightful reports and presentations for senior management to communicate performance, challenges, and proposed solutions.Technology and Tools: Evaluate and recommend customer service technologies, tools, and software platforms that enhance agent efficiency and customer experience. Stay updated on emerging communication channels and technologies, exploring opportunities to expand the company’s multichannel capabilities.Stakeholder Alignment: Work collaboratively with various departments, including Sales, IT, operations, and marketing, to ensure cohesive strategies that enhance customer engagement while meeting business objectives.Change Leadership: Lead cross-functional teams through organizational changes, fostering a culture of innovation, and inspiring teams to embrace the shift towards frictionless customer engagement.Training and Development: Develop training programs to equip call center staff with the skills needed for the transformed self-serve model, ensuring a smooth transition and maintaining service excellence.Data-Driven Insights: Utilize data analytics and customer insights to inform strategies, track progress, and continually enhance the customer experience.Budget Oversight: Manage budgets allocated to call center consolidation, onshore/offshore operations, and relevant digital transformation initiatives.Qualification And ExperienceRELATED YEAR OF EXPERIENCE: Min of 12+ years of experience in call center management, with a successful track record of – overseeing onshore and offshore operations. Strong background in digital strategy and customer experience enhancement, ideally in collaboration with digital teams. Expertise in process optimization, automation, AI, and other digital tools to enhance customer engagement. Exceptional communication skills and the ability to collaborate effectively with cross-functional teams and stakeholders. Change management expertise with a history of successfully leading teams through organizational shifts. Analytical mindset with the ability to derive insights from data to inform decisions. Passion for creating exceptional customer experiences and an interest in keeping abreast of industry trends.YOE IN MANAGERIAL POSITION : Min of 4+ years experience in managerial position.FIELD OF EXPERIENCE: Experience in Real estate and Financial ServicesTechnical And Interpersonal SkillsGenesys / Avaya Call Centre Platforms. Strong communication skillset. In-depth knowledge of contact center technologies, including automatic call distribution (ACD) systems, interactive voice response (IVR) systems, and computer telephony integration (CTI) solutions.Understanding of multi-channel communication tools such as chat, email, social media, and SMS platforms.Proficiency in setting up and analyzing performance metrics such as average handling time (AHT), first-call resolution (FCR), customer satisfaction (CSAT), and Net Promoter Score (NPS).CRM tools such as Salesforce QUALIFICATIONBachelor’s degree in Business, Management, or a related field/ MBA preferred.
