Job Description – Contact Center Head

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, supervisors, and customer service representatives.
  
• Drive employee engagement, performance management, coaching, and development initiatives.
  
• Conduct regular performance reviews and create succession plans for key roles.
  

Process Improvement

• Identify process gaps and implement continuous improvement initiatives.
  
• Collaborate with cross -functional teams to streamline customer journeys and resolve escalations.
  
• Leverage technology, automation, and analytics to improve service delivery.
  

Customer Experience

• Ensure timely resolution of customer queries, complaints, and escalations.
  
• Develop customer -centric processes to enhance satisfaction and retention.
  
• Analyze customer feedback and implement corrective action plans.
  

Reporting & Analytics

• Prepare and present operational reports, dashboards, and performance insights to senior management.
  
• Use data -driven decision -making to improve efficiency, quality, and customer outcomes.
  
• Forecast staffing requirements and manage workforce planning.
  

Compliance & Governance

• Ensure adherence to company policies, regulatory requirements, and quality standards.
  
• Maintain data security, confidentiality, and compliance within all customer interactions.
  

Desired Candidate Profile

• Bachelor's degree in Business Administration, Management, or a related field.
  
• Proven experience in leading large -scale contact center/customer support operations.
  
• Strong understanding of contact center KPIs, workforce management, quality frameworks, and customer service best practices.
  
• Excellent leadership, communication, stakeholder management, and problem -solving skills.
  
• Experience with CRM platforms, contact center technologies, and reporting tools.
  
• Ability to manage high -performing teams in a fast -paced environment.
  

Preferred Experience

• 8–15 years of experience in Contact Center Operations, Customer Service, or Customer Experience.
  
• Minimum 3–5 years of experience in a leadership role managing large customer support teams.
  
• Experience in healthcare, wellness, consumer services, e -commerce, or customer -centric industries will be an added advantage.
  

Key Competencies

• Leadership & People Management
  
• Customer Experience Management
  
• Contact Center Operations
  
• Workforce Planning
  
• Process Excellence
  
• Performance Management
  
• Data Analytics & Reporting
  
• Stakeholder Management
  
• Problem Solving & Decision Making