Manager - Outbound Contact Centre Operations & Quality

Role & responsibilities

PNB Housing Finance is seeking a technology-driven professional to lead the end-to-end Operations, Quality, and Process Excellence function for the Outbound Contact Centre. The role will be responsible for driving operational efficiency, quality governance, customer experience, system enhancements, process compliance, vendor management, and performance analytics.

The incumbent will act as the single point owner for contact centre operations, working closely with Marketing, IT, Operations, Vendors, and Business teams to improve productivity, customer engagement, and conversion outcomes.

Preferred candidate profile

• Own end-to-end outbound contact centre operations, governance, and performance management.
• Monitor productivity, lead management, dialer efficiency, customer journeys, and conversion metrics.
• Drive quality assurance frameworks, process audits, compliance adherence, and continuous improvement initiatives.
• Manage and enhance contact centre platforms, including Dialer, CRM, LeMS, Infinity, WhatsApp, SMS, and customer communication systems.
• Work with IT teams on system enhancements, automation, AI initiatives, speech analytics, and workflow improvements.

Qualifications, Experience and Skills

• 8-9 years of experience in Contact Centre Operations, Quality Management, Customer Experience, or Process Excellence, preferably in BFSI.
• Strong understanding of outbound contact centre operations, lead management, customer acquisition funnels, and conversion management.
• Experience in quality audits, process governance, compliance monitoring, and vendor management.
• Hands-on experience with Dialers, CRM platforms, contact centre technologies, and AI-driven tools.
• Knowledge of speech analytics, automation, digital engagement platforms, and process improvement methodologies.
• Strong analytical, stakeholder management, problem-solving, communication, and leadership skills.