Head of Contact Center & Operations for E-governance project .1. Manage the contact center of State Govt. ensuring high quality business activities with maximum quality, service and profitability for the organization.2. Ensuring that the team understands that the center’s profits and achievements are reflected in all its operations and activities– including relationships and risk management3. Meet your targets and those of the team as a whole. 4. The smooth running of the team. 5. Contribute to training and development of the team.6. Assist Line Manager in achieving maximum customer satisfaction in accordance with organization plans.7. Maintain overall center responsibility for performing all duties in compliance with related legal/statutory, regulations, professional duties, responsibilities and obligations and insert as applicable e.g. Best Practice Guidelines, ISO certification.8. Day to day responsibilities agreed with your manager to include, manage, direct and monitor the overall performance of the center, effective liaison, support and assistance with the whole of the organization.9. Maintain and improve mechanisms for centre activities, including surveying and measuring the operations, process, outcomes and profitability and disseminate feedback to the appropriate internal entities.10. Utilise agreed systems to manage the center functions, analysis and documenting.11. Direct the development of plans for the centre to include management to achieve targets.12. Developing plans for the centre’s progress and growth.13. Support to all other departments with and related issues.14. Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are meet.15. Reporting (content and format as agreed) on a monthly basis as agreed

Responsible for overall Business &Operations Activity

1. End to End management of customer experience and operational efficiencies across all sub-functional department.2. Developing processes and service delivery SOPs to improve efficiency and benchmark against best practices and overall company objectives. 3. Identifying continuous improvement opportunities and to participate in CIP (Customer Interaction Program) projects utilizing defined tools and techniques & Email Marketing.4. Preparing and executing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs.5. Effective Escalation management: understanding the issue reported and assuring / reassuring to gain customer confidence.6. Maintaining & Improving customer satisfaction and service levels.7. Coordinating retrospection meetings with the necessary stakeholders after a project is completed. Document learning and implement them for future projects.

1. Handing a team of 45 with 02 TL & 01 QA including two spans of Sales and Backend.2. Prepare Daily/Weekly/Monthly report & conducted briefing session.3. Accountable for overall effectiveness including compliance with established customer service practices and procedures.4. Maintain Good relationship between company and the Client.5. Provide leadership, coaching, performance management and staff development for assigned team.6. Support team leader for running call center effectively.7. Desk evaluation, monitor service level and offers solutions.8. Formulate and maintain quality objectives as per company’s policies and goals. Achievement : Retention ratio increase by 30%.and Attrition reduced by 3%.

1) Responsible for managing a team of 22 CCE handling inbound calls.2) Manage team to deliver on quality, call productivity, sales and shrinkage as per the defined benchmarks.3) Manage floor to monitor discipline on floor, resolve CCE queries to assist customers, raise issues to respective dept for resolution, update officers on process/product updates, workstation availability, shrinkage etc.4) Manage escalated customer calls (complaints) with end-to-end resolution

1. Handling Inbound Calls, Mails & Chat.2. Maintain New updates.3. Create customers L2 and above complain.4. Call escalated to Site Engineer, Program Manager and others inside stake holders. 5. Feedback collected of escalated calls.