Head of Voice
Vipany Global · Mumbai · onsite · Posted 44d ago
Undisclosed14–20 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Roles and Responsibilities :
- Lead the contact center operations team to achieve performance targets, ensuring excellent customer service and high levels of customer satisfaction.
- Develop and implement strategies to improve operational efficiency, reduce costs, and enhance agent productivity.
- Collaborate with cross-functional teams to resolve complex issues, identify opportunities for growth, and drive business results.
- Analyze key performance indicators (KPIs) such as AHT, Shrinkage/Attrition rates, CSat scores etc. to optimize processes and make data-driven decisions.
Job Requirements :
- 14-20 years of experience in a similar role within BPO/Call Center industry.
- Proven track record in managing large-scale contact centers with multiple shifts across various geographies.
- Strong understanding of IVR systems, Genesys platform or similar technology solutions used in call centers.
Sourced from naukri
Skills
ivrSupportcontact centersGenesysvoice