Job Title: Lead – Contact Centre
Job Purpose: To lead and manage the overall Contact Centre function, ensuring delivery of superior customer experience, operational efficiency, regulatory compliance, and business performance across inbound, outbound, collections, servicing, and digital support channels. The role is responsible for driving strategic initiatives, operational governance, workforce optimization, process transformation, and stakeholder management for large-scale contact centre operations.
Key Responsibilities:
- Strategic & Operational Leadership:
1. Define and implement the overall contact centre strategy aligned with business objectives.
2. Lead end-to-end contact centre operations across voice and non-voice channels.
3. Drive operational excellence initiatives to improve productivity, service quality, and customer experience.
4. Develop scalable operating models to support business growth and service requirements.
- Contact Centre Operations Management:
1. Manage inbound, outbound, collections, customer servicing, retention, and escalation handling functions.
2. Ensure achievement of operational KPIs including:
- Service Level
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Productivity & Utilization
- Complaint Resolution TAT
3. Monitor workforce planning, scheduling, shrinkage, and capacity utilization.
4. Drive continuous process improvement and automation initiatives.
- Customer Experience & Service Excellence:
1. Build and maintain a customer-centric culture across the organization.
2. Ensure timely and effective resolution of customer complaints and escalations.
3. Monitor VOC (Voice of Customer), NPS, and customer feedback trends.
4. Implement service quality frameworks and governance controls.
- Team Leadership & People Management:
1. Lead large operational teams including Managers, Team Leaders, Quality, Training, MIS, and Workforce Management teams.
2. Drive employee engagement, retention, succession planning, and leadership development.
3. Conduct regular performance reviews and capability-building initiatives.
4. Foster a high-performance and accountability-driven culture.
- Governance, Compliance & Risk Management:
1. Ensure compliance with internal policies, audit requirements, and regulatory guidelines.
2. Monitor adherence to customer communication standards and data privacy requirements.
3. Coordinate with Compliance, Legal, Risk, and Audit teams for governance-related activities.
4. Ensure timely closure of audit observations and compliance gaps.
- MIS, Analytics & Reporting:
1. Review operational dashboards, productivity reports, and customer analytics.
2. Analyze trends and identify opportunities for efficiency and customer experience improvements.
3. Present business reviews and operational insights to senior leadership.
4. Support data-driven decision-making and strategic planning.
- Stakeholder & Vendor Management:
1. Collaborate with Business, Product, Technology, HR, Finance, and Compliance teams.
2. Manage outsourced partners, vendors, and third-party service providers.
3. Support implementation of new business initiatives and process enhancements.
- Required Skills & Competencies:
1. Strong leadership and strategic thinking capabilities.
2. Expertise in large-scale contact centre management.
3. Excellent customer service and stakeholder management skills.
4. Strong analytical and decision-making abilities.
5. Expertise in workforce management and operational planning.
6. Knowledge of CRM systems, dialers, and contact centre technologies.
7. Strong process improvement and change management capabilities.
