Chief Manager - Contact Centre Operations

Join us in creating a future where dreams are realised!

At TVS Credit Services Ltd ., we are on the lookout for passionate individuals who are ready to turn aspirations into achievements. If you're ready to embark on a fulfilling journey, where you can embrace creativity and innovation to empower people, this is the place for you.

Let's build a future together where your talents find their full expression!

Job Purpose:

The role is responsible for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. To ensure that technology is utilized to a maximum and that staff are well-organized and productive.

Key Responsibilities:

• Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels
• To deliver a best-in-class service, meeting or exceeding all KPIs and within budget
• Enhance customer experience, Revenue growth, Brand Awareness & encourage penetration of other sources of transaction such as IVR, Voice & Non-Voice call center operations, Digital platform (Chat, App, Mails )
• Customer life cycle management & mapping within organization journey & goals, driving SLAs for complaint management with a profound experience in setting up the contact center
• Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives
• Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency
• Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints
• Deliver cost efficiencies and increased in Customer Satisfaction Scores, CSAT
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions

Job Requirements:

• Post Graduate
• 12-15 Years of proven experience of leading a service driven contact Centre operation with experience of managing an operation through periods of significant growth or change
• Handled Call Centers for both Customer Service and Cross-Sell Processes
• Experience in Outbound Sales Contact Centre Management and Operations Management
• Strong conception skills to conceive, build and execute strategies, problem solving and providing at scale while keeping in mind reality of day-to-day deliverables
• Experience with automation of processes through tech integration
• Quality & Process Orientation
• Strong analytical and decision-making skill
• Strong customer-facing and communication skills
• Problem Solving Skills