Job Description
Job Description Contact Center Head Position: Contact Center Head Location: Thane, Mumbai Employment Type: Full-Time About the Role We are seeking an experienced and dynamic Contact Center Head to lead and scale our customer support and customer engagement operations. The ideal candidate will be responsible for managing end-to-end contact center functions, driving service excellence, improving customer satisfaction, optimizing operational efficiency, and leading high-performing teams. Key Responsibilities Contact Center Operations Lead and manage day-to-day contact center operations across inbound and outbound channels. Ensure achievement of service level agreements (SLAs), quality standards, and customer satisfaction targets. Monitor and improve key performance metrics such as AHT, FCR, CSAT, NPS, occupancy, and productivity. Develop and implement strategies to enhance customer experience and operational efficiency. Team Leadership & Management Build, mentor, and manage team leaders,...