Center Head
Published date: 2024/01/10
- Location: Noida, Uttar Pradesh, India
Role:-
This role of Head of Call center requires successfully implementing best call center practices and procedures aligned with NBFC standards. This role would require driving all strategies for effective banking service delivery.
Roles and Responsibilities:-
• P&L Management of the span of accounts.
• Overall management of the 1000-seater branch.
• Optimizing call-center productivity, achieving quality standards, and minimizing cost.
• Steered cost-effective delivery continuous improvement, and business continuity planning culture to achieve higher productivity through deployment of Fusion, Robotic Process Automation-Fusion & Desktop Process Analysis.
• New Business Deployment.
• Manage the direct cost & indirect cost.
• Formulating & implementing operational policies and procedures as well as streamlining systems.
Desired Candidate Profile:-
• Experience in BPO Operations and Customer Service.
• Specialized in Operation Management, Transition Management, Customer Service, People Management, Client Management, and Cost Management with a key focus on process excellence, data privacy controls, risk & compliance adherence.
• Experience in strategic planning and execution. Knowledge of structuring the process to meet the goals and revenue expectations.
• Call center management with around 8 years + of experience in banks, NBFCs, or fintech companies.
• Strong leadership skills.
• In-depth understanding of call center performance parameters and their drivers.
• Ownership and proactive approach
This role of Head of Call center requires successfully implementing best call center practices and procedures aligned with NBFC standards. This role would require driving all strategies for effective banking service delivery.
Roles and Responsibilities:-
• P&L Management of the span of accounts.
• Overall management of the 1000-seater branch.
• Optimizing call-center productivity, achieving quality standards, and minimizing cost.
• Steered cost-effective delivery continuous improvement, and business continuity planning culture to achieve higher productivity through deployment of Fusion, Robotic Process Automation-Fusion & Desktop Process Analysis.
• New Business Deployment.
• Manage the direct cost & indirect cost.
• Formulating & implementing operational policies and procedures as well as streamlining systems.
Desired Candidate Profile:-
• Experience in BPO Operations and Customer Service.
• Specialized in Operation Management, Transition Management, Customer Service, People Management, Client Management, and Cost Management with a key focus on process excellence, data privacy controls, risk & compliance adherence.
• Experience in strategic planning and execution. Knowledge of structuring the process to meet the goals and revenue expectations.
• Call center management with around 8 years + of experience in banks, NBFCs, or fintech companies.
• Strong leadership skills.
• In-depth understanding of call center performance parameters and their drivers.
• Ownership and proactive approach
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