Head Contact Center (Non Voice Vertical)

Shapers Management Services Private Limited
  • Navi Mumbai
  • 20-35 lakh
  • 9-14 years
  • 12 Mar 2015

  • Operations

  • IT/ Technology - Telecom Software
Job Description


The purpose of this position is to manage the Non-Voice Operations Centre (NVOC) which includes Web Chat, Social Media, SMS and Video Chat.

The NVOC Lead will lead a multi functional team to deliver exceptional customer service and embed the Non-Voice Customer Service Centre strategy.


1. Operational Delivery

Leads, inspires and motivates a multi-functional team to deliver world class customer service

Develops and embeds the Non-Voice Customer Services Centre strategy

Ensures alignment between broader Customer Service Division (CSD) expectations, customer and employee needs, and operational quality and performance criteria

Implements best practice standards and solutions

Develops, tests and implements continuous improvement activities to increase non-voice contact in customer focused way

Use external industry knowledge and competitor benchmarking to ensure the business continues to be a leader in the market

2. Commercial and Financial Management

Contributes to and executes budgets to ensure commercial sustainability and growth

Takes accountability for the NVOC budgets and monthly forecasts

Ensures that budget and execution plans are aligned

3. Stakeholder Management

Establishes and maintains a professional working relationship at sponsorship level specifically with the Head of Fixed Line, Mobility and Channel Ops lines of business

Manages escalations and all matters relating to service level issues across the Contact Centre cluster

4. People Management


Leads by example in living the values of the organisation

Ensures the cluster is fully equipped to handle the work load and distribute work flow

Coaches to ensure a full understanding of consequences of errors

Creates an environment that fosters team work and co-operation amongst team members

Creates awareness of jios strategic objectives and their alignment to the cluster and company objectives

Communicates effectively, building and maintaining relationships

Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

Ensures appropriate staffing and action accordingly across the Contact Centre cluster

Identifies need for creation of position and forward recommendation to direct manager and HR

Selects and places candidates in terms of agreed recruitment and selection process


Develops and empowers people, recognizing and rewarding value-added performance

Training and Development

Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

Monitors implementation of training needs as per individual development plans

Career Pathing and Succession Planning

Identifies, manages and develops talent

Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs

Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Competencies/Skill sets for this job

Customer Budgets Strategy Commercial Training Operations

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