Unit Head (Contact Center)

About the Role

As a Voice Unit Head under the Contact Center Channel, you will be responsible for the development and management of objectives for the contact center operations and service delivery model. You are expected to execute effective resource planning and utilization to optimize capacity, technology and other capabilities that can enable achievement of service delivery requirements.

How you'll contribute

• Manage and monitor daily operations and service delivery across contact center channels of Voice – Inbound and Outbound as well as Non voice assignments
• Serve as tertiary point of escalation on elevated complaints; Engage the relevant support units and collaborate on providing resolution
• Partner with relevant functions to materialize improvement initiatives that enhance end to end processes, increase business efficiency and lift customer experience
• Conduct coaching and mentoring to Unit Head on performance as well as duty adherence; Create Development Plan for all direct reports

What we’re looking for

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