Customer Contact Center Head

Impact HR Services Pvt.Ltd
  • Hyderabad
  • 10-20 lakh
  • 8-13 years
  • Views
  • 27 Mar 2018

  • Finance/ Accounts

  • Consumer Durables/ Semi Durables
Job Description

Experience : 8 to 12 Years Location : Hyderabad Key Responsibilities The candidate will be responsible for ensuring that continuous improvements in sales conversions. Reporting to the CEO, you will work as part of the Operations Leadership Team and you will be responsible for, but not limited to, the following tasks: Lead Management/Sales o Identifies, evaluates and implements state-of-the-art / industry best processes in improving conversion of loans from potential customer databases o Efficiently manage potential Loan leads throughout the life cycle of conversion of a Lead to Loan o Assist in creation of more efficient Statuses and sync the customer contact strategy across multiple channels viz. Phone, Chat, Text and Email o Improves conversion ratios from incoming inquires to the sales center for loans o Accomplishes organization goals by accepting ownership for accomplishing sales targets and constantly improving team performance o Continually improve outbound call experience for all constituencies. Queue Management o Define and Implement the best practices of queue management for efficient handling of the incoming and outgoing call volumes o Define key performance indicators for the agents in terms of efficient queue management o Monitor the KPIs defined to identify inefficiencies in Process or Human Resources and implement remedial measures o Define, Develop and Implement Processes for Queue Assignment and Objective Management during the Customer Contact o Monitor the efficiency of the Agents on Objectives assigned during Customer Contact. o Focus on optimizing key performance indicators for outbound services including new records, total dials, transfer rate, average handle time, available time, average calls per hour, etc. Operations o Determines sales center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses Track and assess Supervisors and Customer Care Consultants daily and weekly productivity. o Maintains and improves sales center operations by identifying and resolving problems and constant process audits and analysis o Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions o Prepares call center performance reports by collecting, analyzing, and summarizing data and trends o Constantly looks out to identify fraud in online conversion & defines processes to continuously handle such situations o Provide inputs into Underwriting and Origination processes based on the trends observed in the Contact Center o Responsible for communicating technical issues to the appropriate party and follow-up as necessary until resolved. o Ensure Customer feedback is escalated accordingly. o dentify trends for internal/external processes and systems to improve department efficiencies and communicate recommendations to Customer Care Management team. Staffing o Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees o Administering scheduling systems o Planning, monitoring, appraising, and reviewing job contributions o Enforcing policies and procedures o Conduct and review Quality Assurance scores to monitor the teams performance through side-by-sides/serve observe and provide timely feedback Learning & Development o Maintains professional and technical knowledge by tracking emerging trends in sales center operations management o Benchmarking state-of-the-art practices o Establishes technical specifications, and productivity, quality, and customer- service standards Key Requirements The Customer Success Team is responsible for ensuring that our customers derive maximum value from our solutions. Reporting to the CEO, you will work as part of the Operations Leadership Team and you will be responsible for, but not limited to, the following tasks: Similar Work Experience o At least 7 years sales experience o At least 5 years management experience o Experience with deployment and adoption of sales / Lead contact center. o Experience in the Financial Services Industry is a plus o Working in a multi-channel contact (viz. Text/Chat/Calls/Email) environment Preferred Qualities o Ability to work in high degree of changes o Ability to work on / through cross-product projects o Ability to simplify & standardize complex concepts / processes o Customer relationship management o Understanding of business priorities, trends and markets o Ability to influence o Ability to prioritize and make trade-off decisions o Adaptability and/or ability to manage change o Creative thinking o Leadership o Problem solving / analytical thinking o Oral & written communication.


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Impact HR Services Pvt.Ltd