Team Member Customer Experience (Contact Centre Management)

Customer Experience – Contact Centre Operations | Ashok Leyland

Designation: Team Member – Customer Experience (Contact Centre Management)

Location: Noida

Experience: 6–10 years

Compensation: 15–18 lakh per annum

Please apply only if you have hands-on contact centre operations experience and have managed a team of at least 30–40 people.

Experience limited to individual customer support, sales calling or relationship management will not meet this role's requirements.

About the role

Ashok Leyland is seeking a contact centre operations professional to oversee vendor-managed customer assistance and feedback services. The scope includes AL Helpline, a 24×7 multilingual customer assistance centre, and Post Service Feedback (PSF) operations, supported by an overall team of 150+ members.

You will drive service delivery, workforce planning, vendor performance, quality assurance and customer escalation resolution, working closely with internal teams and the dealer network.

Essential experience

• 6–10 years of relevant experience in contact centre/BPO operations and customer service delivery.
• Proven experience managing at least 30–40 contact centre employees, directly or through team leaders, with accountability for team performance.
• Hands-on ownership of workforce rosters, shift coverage, attendance, login hours, occupancy and utilisation.
• Experience managing SLAs and operational metrics such as service level, call answer time, abandonment rate, average handling time and quality scores.
• Experience managing outsourced service providers, conducting performance reviews and driving corrective actions.
• Exposure to customer escalations, quality audits, training, SOPs and operational MIS.
• Ability to analyse customer feedback and operational data and convert findings into measurable improvements.

Key responsibilities

1. Contact centre operations and workforce management

• Ensure uninterrupted 24×7 multilingual helpline operations through effective staffing and shift planning.
• Monitor daily manpower availability, attendance, login hours, occupancy and utilisation against planned rosters.
• Drive call-answering within the defined 30-second target, minimise abandoned calls and maintain handling time within agreed limits.
• Coordinate with internal IT teams to resolve system issues and minimise service disruptions.

2. Team readiness and service quality

• Oversee vendor-led onboarding and ongoing training for voice, email and WhatsApp support teams.
• Ensure teams understand Ashok Leyland products, service processes, calling scripts and escalation protocols.
• Review quality assurance performance, identify capability gaps and implement training