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Strategic Planning:
- Support the AVP- Customer Service Ops in formulating the overarching voice strategy.
- Develop and execute strategic plans for outsourced contact center operations aligned with the overall business objectives.
- Identify opportunities for process improvements, cost optimization, and service enhancement.
Vendor Management:
- Establish and maintain strong relationships with outsourcing partners/vendors.
- Define service level agreements (SLAs) and key performance indicators (KPIs) to ensure adherence to quality standards and operational metrics.
- Conduct regular performance reviews and implement corrective actions as necessary.
Leadership and team Management:
- Lead and motivate a team of contact center supervisors and agents to achieve performance targets and deliver exceptional customer service.
- Provide coaching, training, and performance feedback to team members to foster their professional development and ensure a high-performing workforce.
- Cultivate a positive and collaborative work environment that promotes teamwork, innovation, and accountability.
Operational Strategy and Planning:
- Develop and implement strategic plans and initiatives to optimize contact center operations and enhance customer experience.
- Collaborate with cross-functional teams to align contact center objectives with broader organizational goals and initiatives.
- Forecast resource requirements, including staffing levels, technology needs, and training programs, to meet service level agreements (SLAs) and operational targets.
Performance Management and Quality Assurance:
- Establish key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of contact center operations.
- Monitor performance against targets, identify areas for improvement, and implement corrective actions as needed.
- Implement quality assurance programs and processes to ensure consistently high standards of customer service and compliance with company policies and procedures.
Technology and Process Optimization:
- Evaluate existing contact center technologies, systems, and processes to identify opportunities for optimization and automation.
- Partner with IT and other relevant stakeholders to implement new technologies and tools that enhance operational efficiency and improve the customer experience.
- Drive continuous improvement initiatives, such as process reengineering and workflow optimization, to streamline operations and reduce costs.
Customer Experience Enhancement:
- Champion a customer-centric culture within the contact center, emphasizing empathy, responsiveness, and problem-solving.
- Solicit and analyze customer feedback to identify trends, pain points, and opportunities for service improvement.
- Collaborate with marketing, sales, and product teams to implement initiatives that enhance the overall customer experience and drive customer satisfaction and loyalty.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
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