Contact Centre Operations Lead

Lead - Contact Centre

Responsibilities

Key Responsibilities

Operations Management:

• Manage complete operations of the call center, ensuring smooth functioning and adherence to SLAs.
• Monitor daily activities and implement process improvements for efficiency.

Team Leadership:

• Lead and manage telecaller teams, including recruitment, training, and performance evaluation.
• Build a strong pipeline of skilled resources to meet operational demands.

Training & Development:

• Design and deliver training programs for telecallers to enhance communication and conversion skills.

Infrastructure & Technology:

• Ensure proper setup and maintenance of call center infrastructure, including systems and software.
• Manage hunting numbers and configure inbound and outbound call flows.

Call Dynamics & Strategy:

• Develop strategies for inbound and outbound call management to optimize customer engagement.
• Monitor call quality and implement corrective actions as needed.

Vendor & External Coordination:

• Coordinate with external agencies and vendors for technology and operational support.

Qualifications

Required Qualifications & Skills

• Education: Graduate/Postgraduate Operations Management, or related fields.
• Experience: Minimum 8 years of experience in managing call center operations.