Head - Contact Center (10-15 yrs)
Published date: 2024/01/10
- Location: Mumbai, Maharashtra, India
The ideal candidate should have a strong background in contact center management, particularly in the setup and handling of both inbound and outbound sales.
Requirement:
1. Experience: Minimum of 10-12 years of experience in contact center management
2. Inbound and Outbound Sales Management: Oversee both inbound and outbound sales activities within the contact center. Develop strategies to maximize sales conversion rates, meet sales targets, and improve overall customer satisfaction.
3 Performance Monitoring and Reporting: Implement performance monitoring systems and metrics to track the effectiveness and efficiency of the contact center operations. Generate regular reports on key performance indicators (KPIs) and provide recommendations for improvement.
4. Customer Experience Enhancement: Drive initiatives to enhance the overall customer experience through effective call handling, quality assurance, and continuous improvement of processes. Identify opportunities for process optimization and implement best practices.
5. Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, and customer service, to ensure alignment of contact center activities with overall business goals and objectives. Foster effective communication and cooperation to optimize customer journeys and experiences.
6. Communication Skills: Exceptional verbal and written communication skills. Ability to communicate effectively with team members, stakeholders, and senior management
Requirement:
1. Experience: Minimum of 10-12 years of experience in contact center management
2. Inbound and Outbound Sales Management: Oversee both inbound and outbound sales activities within the contact center. Develop strategies to maximize sales conversion rates, meet sales targets, and improve overall customer satisfaction.
3 Performance Monitoring and Reporting: Implement performance monitoring systems and metrics to track the effectiveness and efficiency of the contact center operations. Generate regular reports on key performance indicators (KPIs) and provide recommendations for improvement.
4. Customer Experience Enhancement: Drive initiatives to enhance the overall customer experience through effective call handling, quality assurance, and continuous improvement of processes. Identify opportunities for process optimization and implement best practices.
5. Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, and customer service, to ensure alignment of contact center activities with overall business goals and objectives. Foster effective communication and cooperation to optimize customer journeys and experiences.
6. Communication Skills: Exceptional verbal and written communication skills. Ability to communicate effectively with team members, stakeholders, and senior management
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