Manager - Outbound Contact Centre Operations & Quality

PNB Housing Finance Ltd.; Dadri; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

PNB Housing Finance Ltd. is seeking a technology-driven leader to head the Outbound Contact Centre's Operations, Quality, and Process Excellence.

You will own end-to-end operations, drive productivity, customer engagement, and conversion outcomes, and collaborate with Marketing, IT, and business teams. The role emphasizes governance, quality assurance, vendor management, and analytics to deliver an exceptional customer experience.

Qualifications

• 8-9 years in Contact Centre Ops, Quality or Process Excellence, BFSI preferred.
• Strong knowledge of outbound operations, lead management, and conversion.
• Experience in quality audits, governance, compliance, and vendor management.
• Hands-on with Dialers, CRM, contact centre tech, and AI-enabled tools.
• Knowledge of speech analytics, automation, and digital engagement platforms.
• Strong analytical, communication, and leadership skills.

Responsibilities

• Lead end-to-end operations, quality, and process excellence for outbound contact centre.
• Governance, quality assurance, and customer experience improvements.
• Drive system enhancements, automation, and AI initiatives with IT teams.
• Manage vendor relationships and performance analytics.
• Collaborate with Marketing, IT, Operations, Vendors, and Business teams.

Skills

Outbound contact centre ops

Quality management

Customer experience

Process excellence

Vendor management

Analytics & metrics

Stakeholder management

Leadership

Job description

Role & responsibilities

PNB Housing Finance is seeking a technology-driven professional to lead the end-to-end Operations, Quality, and Process Excellence function for the Outbound Contact Centre. The role will be responsible for driving operational efficiency, quality governance, customer experience, system enhancements, process compliance, vendor management, and performance analytics.

The incumbent will act as the single point owner for contact centre operations, working closely with Marketing, IT, Operations, Vendors, and Business teams to improve productivity, customer engagement, and conversion outcomes.

Preferred candidate profile

• Own end-to-end outbound contact centre operations, governance, and performance management.
• Monitor productivity, lead management, dialer efficiency, customer journeys, and conversion metrics.
• Drive quality assurance frameworks, process audits, compliance adherence, and continuous improvement initiatives.
• Manage and enhance contact centre platforms, including Dialer, CRM, LeMS, Infinity, WhatsApp, SMS, and customer communication systems.
• Work with IT teams on system enhancements, automation, AI initiatives, speech analytics, and workflow improvements.

Qualifications, Experience and Skills

• 8-9 years of experience in Contact Centre Operations, Quality Management, Customer Experience, or Process Excellence, preferably in BFSI.
• Strong understanding of outbound contact centre operations, lead management, customer acquisition funnels, and conversion management.
• Experience in quality audits, process governance, compliance monitoring, and vendor management.
• Hands-on experience with Dialers, CRM platforms, contact centre technologies, and AI-driven tools.
• Knowledge of speech analytics, automation, digital engagement platforms, and process improvement methodologies.
• Strong analytical, stakeholder management, problem-solving, communication, and leadership skills.