Site Head

Emaar India; Gurugram District; On-site; INR 1,400,000 - 2,300,000; Full time

Job summary

Emaar India is seeking an experienced Contact Center Leader to drive team performance, coaching, recruitment, and operational excellence in Gurugram.

You will manage KPIs such as AHT, CSAT, and SLAs, oversee workforce planning, quality assurance, budgeting, reporting, and collaboration with other departments to align with business goals.

Qualifications

• Minimum 6 years of experience in a managerial/leadership role within a Contact Center environment.
• Proficiency with Contact Center software, CRM systems and performance analysis tools.
• Bachelor's degree may be required.
• COPC certification with Hospitality background is a plus.

Responsibilities

• Lead and manage the contact center team to foster high performance and retention.
• Develop and implement operational policies to improve efficiency and service quality.
• Forecast needs and manage workforce planning and agent scheduling to ensure adequate staffing.
• Implement quality assurance processes and use customer feedback to drive service improvements.
• Manage the departmental budget, prepare performance reports, and ensure policy compliance.

Skills

Team leadership

Coaching & feedback

Recruitment & mentoring

Conflict resolution

KPI analysis (AHT, CSAT, SLAs)

Cross-department collaboration

Education

Bachelor's degree

COPC certification (Hospitality)

Tools

Contact Center software

CRM systems

Performance analysis tools

Job description

Role & responsibilities

• Team leadership and management:
• Provide regular coaching, feedback, and performance evaluations to foster a high performance culture.
• Motivate and engage the team to ensure high morale and employee retention.
• Recruit, hire, train, and mentor contact center staff, including agents and team leaders.
• Address and resolve complex employee issues, performance problems, and conflicts.

• Operational strategy and process improvement:
• Develop and implement operational policies and procedures to enhance efficiency and service quality.
• Monitor and analyze KPIs such as AHT, CSAT, SLAs.
• Use data analytics to identify trends and opportunities for improvement in processes and service delivery.
• Collaborate with other departments to align contact center operations with broader business objectives.

• Workforce management:
• Forecast contact center needs and manage workforce planning and agent schedules to ensure adequate staffing levels.
• Monitor call queues and real-time performance to make necessary adjustments to staffing.

• Customer experience management:
• Implement quality assurance processes to monitor agent performance and ensure service standards are met.
• Use customer feedback to inform decision making and drive improvements in service delivery.

• Financial and administrative management
• Manage the departmental budget and resources to maximize operational productivity and meet financial targets.
• Prepare and present regular performance reports and action plans to senior management.
• Ensure compliance with company policies and industry regulations.

Preferred candidate profile

• Minimum of 6 years of experience in a managerial or leadership role within a Contact Center environment.
• Proficiency with Contact Center software, CRM systems, and performance analysis tools.
• A minimum of a bachelors degree may be required.
• COPC certification with Hospitality background is a plus.