Contact Centre Lead

Role Overview

We are looking for a dynamic Contact Centre Lead to drive customer experience, operational excellence, workforce management, and business value across voice, digital, and phygital channels. The role will focus on optimizing contact centre performance, leveraging AI-enabled solutions, improving customer satisfaction, and identifying opportunities for revenue growth through customer interactions.

Key Responsibilities

1. Service & Product Opportunity Generation

- Drive lead generation for products and services through customer interactions.

- Identify and implement cross-sell and up-sell opportunities to improve conversion and GMV.

- Collaborate with business teams to maximize revenue opportunities from customer interactions.

2. AI & Agentic Calling

- Lead the deployment and scaling of AI-enabled agentic calling solutions.

- Oversee bot training, optimization, and implementation across relevant use cases.

- Ensure seamless integration between AI agents and human teams while maintaining a consistent customer experience.

3. Workforce Management & SLA Delivery

- Drive workforce planning based on demand forecasts, budgets, and business priorities.

- Monitor SLA adherence, response times, queue health, and operational performance across channels.

- Identify opportunities to improve productivity, efficiency, and resource utilization.

4. Customer Experience Management

- Drive improvements in CSAT, NPS, and overall customer experience.

- Analyze customer feedback, interaction trends, and operational data to identify improvement areas.

- Implement initiatives that strengthen customer satisfaction, engagement, and loyalty.

5. Resolution & Escalation Management

- Improve First Contact Resolution (FCR) and reduce repeat customer contacts.

- Monitor escalations, complaints, and ageing to ensure timely resolution.

- Drive corrective and preventive actions to improve resolution quality and customer satisfaction.

6. Contact Centre Operations & Business Value

- Ensure a consistent, seamless, and customer-centric experience across voice, digital, and phygital channels.

- Generate actionable insights from customer interactions to drive business and operational improvements.

- Partner with business stakeholders and internal teams to enhance service delivery and operational effectiveness.

Key Skills & Competencies

- Contact Centre / Customer Service Operations

- Workforce Management and SLA Management

- Customer Experience Management

- CSAT, NPS and FCR

- Escalation and Complaint Management

- Cross-sell and Up-sell

- AI-enabled / Agentic Calling or Conversational AI

- Data-driven operational decision-making

- Stakeholder Management

- Strong analytical and problem-solving skills