Lead Contact centre operations.

Description

We are seeking a Lead Contact Centre Operations professional to oversee and enhance our customer service operations in India. The ideal candidate will have extensive experience in managing contact center teams and driving operational excellence.

Responsibilities

• Lead and manage day-to-day operations of the contact center.
• Develop and implement strategies to improve customer service and operational efficiency.
• Monitor performance metrics and prepare reports for senior management.
• Train, mentor, and develop contact center staff to ensure high performance.
• Coordinate with other departments to enhance service delivery and customer satisfaction.
• Handle escalated customer complaints and complex issues effectively.
• Ensure compliance with company policies and regulatory requirements.

Skills and Qualifications

• 810 years of experience in Contact Centre Operations, including 3+ years in a leadership or supervisory role.
• Strong leadership and team management skills.
• Sound understanding of contact Centre KPIs FRT, CSAT, AHT, Resolution Rate, SLA adherence.
• Ability to analyze data and create actionable insights.
• Familiarity with Agile frameworks and tools such as JIRA, Confluence; exposure to Scrum and SAFE methodologies.
• Knowledge of customer service best practices and quality assurance standards.
• Excellent communication, interpersonal, and stakeholder management skills.