Contact Centre Lead
Full time @TCS posted 1 day ago in Information Technology (IT) Shortlist Email JobJob Detail
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Job ID 7693
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Experience 8 Years +
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Qualifications Degree Bachelor
Job Description
“Job Description:
Key Skills:
• 10- 15 +years of experience in the contact center area across Customer Service, Sales, Operations and Collections spread across banking Insurance in BPO and/or captive units.
• This candidate will lead the voice process and will be responsible for ensuring best in class customer experience for the clients. He/she will be responsible for understanding emerging tools and technologies in the contact center space. He/she should have a solid understanding of voice processes pertaining to the BFSI sector (any others would also be added advantage)
Key Responsibilities:
• Work independently in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills
• Should have deep understanding of Metrics and should be able to report / discuss / articulate to senior leadership. (CXO levels)
• Ability to seamlessly work with business and internal stakeholders on the improvement plan
• Ability to develop dashboard / analytics for senior stakeholder reporting
• Promote innovation, automation and design led culture.
• Defining best practices for Contact Centre practices and will be the thought leader and subject matter expert defining the standard operating procedures.
• High learning agility with rapid adoption of new automation technologies and product platforms.
• Focus on the new age cognitive contact center operations in the BFSI industry and find ways to reduce/eliminate voice-based processes and optimize manual calls.
• New or changed business goals and/or resource reductions.
Desired Candidate Profile:
• 10+ years or more of management experience and currently in a leadership role working in BFSI related contact center process will be an added advantage
• Solid understanding of all tools and technologies related to voice processes and state-of-the business practices including Workforce Management
• Proven experience in developing and implementing chatbots, webchat, IVR strategies, email processes as well cloud-based solutions.
• Exposure and experience across various payout and incentive processes – variable / fixed/outcome based/transition based, etc.
• Understanding of financial aspects – Pricing, P&L & budgets
• Proven track record of building and leading large teams across multiple countries and time-zones
• Strong business acumen and focus on operational excellence.
• Good communication skills, information analysis & interpretation capability (ability to present detailed technical analysis, assumptions, and recommendations succinctly).
• Excellent problem solving, task prioritization, follow-up, and quick learning skills. Ability to work in a fast-paced, high-pressure environment with dedication, passion, and motivation.
• Excellent oral and written communication, including presentation skills
• Leadership/management/motivational skills
• Exceptional multi-tasking and prioritization skills
• Project Management experience.
• Business Foresight – ability to strategize & demonstrate deep business insight that helps identify & develop strategic opportunities”