Responsible for Customer Experience road map of the Contact Center.
Manage the vendor relationship of the Contact Center Support to engage Organization Customers.
Manage the quality assurance of the Contact Center through constant call quality monitoring (Side by side, Recorded) and performing regular calibration sessions.
Managing contact center volumes for In Bound / Out Bound / Web Chat Support & E Mails and manpower planning.
Create the KPI, metrics and SOP for the Contact Center operations.
At least 7 Years of experience in customer interfacing roles and customer experience.
Previous experience in the management of call center or vendor handling contact centers is essential.
Demonstrable analytical problem solving skills.
Very good communication and presentation skills, written and oral.
Ability to interact and influence individuals within all areas of the internal and external