Manager - Contact Centre

Job Purpose – 

To lead the outsourced Contact Centre in delivering a best-in-class customer experience that creates loyal promoters of the brand. The role is accountable for driving daily operational excellence across inbound, outbound and email channels, ensuring the consistent achievement of all service, quality, productivity, and customer experience.

Sr. No.

Activity

Volumes (per month)

Remarks

1

Inbound

10000 - 12000 calls

Incoming Calls from Invesors & Distributors

2

Emails

5000 - 6000 emails

Emails from Investors & Distributors

3

Outbound Calling

5000 - 7000 calls

Outcalls to Investors & Distributors across mulitple journeys

4

Dashboards

5 - 7 Reports

Daily, Weekly & Monthly

Key Responsibilities –