TL-Lead-Customer Service-Thane

Aditya Birla Sun Life Insurance; Maharashtra; On-site; INR 4,000,000 - 8,000,000; Full time

Job summary

Aditya Birla Sun Life Insurance is seeking a strategic leader to head and transform the contact centre, aligning with business goals and customer experience metrics.

The role focuses on driving AI-enabled customer engagement, omnichannel integration, data-driven decision making, and cost-optimized operations while developing teams and governing SLAs and performance across the centre.

Qualifications

• Leadership at scale needs strategic thinking and stakeholder alignment.
• Data-driven culture with analytics and KPI tracking.
• Customer-centric mindset and obsession with CX.
• Experience in contact centre operations and performance management.
• Ability to drive transformation and technology integration.

Responsibilities

• Develop and execute a future-focused strategy for the contact centre, ensuring alignment with organizational objectives.
• Drive transformation initiatives to position the contact centre as a strategic enabler of customer satisfaction, loyalty, and retention.
• Anticipate market trends, customer expectations, and technological advancements to stay ahead of the curve.
• Champion a culture of customer obsession by embedding a customer-first mindset across teams.
• Use data-driven insights to personalize customer interactions and address pain points proactively.
• Regularly gather and act on customer feedback to refine service delivery
• Oversee all operational aspects of the contact centre, including staffing, scheduling, agent & service performance management, and compliance.
• Continuously improve key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), CSAT, and AHT.
• Establish and enforce SLAs to ensure consistency and reliability in customer interactions.
• Establish a comprehensive performance measurement framework, leveraging advanced analytics to track and improve KPIs.
• Utilize predictive analytics to forecast demand, optimize resource allocation, and anticipate customer needs.
• Provide actionable insights to drive decision-making and continuous improvement.
• Optimize operational budgets by driving efficiencies, managing resource utilization, and reducing costs without compromising quality.
• Conduct regular financial reviews to ensure alignment with organizational goals and ROI expectations.
• Collaborate with cross-functional teams to align contact centre goals with broader business priorities.
• Manage vendor relationships to ensure optimal performance from outsourced partners.
• Serve as the primary point of contact for senior leadership, providing regular updates on contact centre performance, challenges, and opportunities.
• Spearhead the integration of cutting-edge technologies, such as AI, Generative AI, chatbots, and predictive analytics, to enhance efficiency and customer engagement.
• Leverage automation and self-service solutions to optimize workflows and empower customers.
• Collaborate with technology teams to implement CRM systems, omnichannel platforms, and advanced reporting tools.
• Build, inspire, and lead a high-performing team of managers, supervisors, and agents.
• Design and implement robust training programs to ensure teams are skilled, motivated, and aligned with organizational goals.
• Foster a culture of accountability, collaboration, and innovation

Job description

• Develop and execute a future-focused strategy for the contact centre, ensuring alignment with organizational objectives.
• Drive transformation initiatives to position the contact centre as a strategic enabler of customer satisfaction, loyalty, and retention.
• Anticipate market trends, customer expectations, and technological advancements to stay ahead of the curve.

Key Result Areas

Supporting Actions

Strategic Leadership

• Develop and execute a future-focused strategy for the contact centre, ensuring alignment with organizational objectives.
• Drive transformation initiatives to position the contact centre as a strategic enabler of customer satisfaction, loyalty, and retention.
• Anticipate market trends, customer expectations, and technological advancements to stay ahead of the curve.

Customer-Centric Approach

• Champion a culture of customer obsession by embedding a customer-first mindset across teams.
• Use data-driven insights to personalize customer interactions and address pain points proactively.
• Regularly gather and act on customer feedback to refine service delivery

Operational Excellence

• Oversee all operational aspects of the contact centre, including staffing, scheduling, agent & service performance management, and compliance.
• Continuously improve key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
• Establish and enforce service level agreements (SLAs) to ensure consistency and reliability in customer interactions.

Data-Driven Decision Making

• Establish a comprehensive performance measurement framework, leveraging advanced analytics to track and improve key KPIs.
• Utilize predictive analytics to forecast demand, optimize resource allocation, and anticipate customer needs.
• Provide actionable insights to drive decision-making and continuous improvement.

Cost Management

• Optimize operational budgets by driving efficiencies, managing resource utilization, and reducing costs without compromising quality.
• Conduct regular financial reviews to ensure alignment with organizational goals and ROI expectations

Stakeholder Management

• Collaborate with cross-functional teams, including marketing, sales, technology, and product teams, to align contact centre goals with broader business priorities.
• Manage vendor relationships to ensure optimal performance from outsourced partners.
• Serve as the primary point of contact for senior leadership, providing regular updates on contact centre performance, challenges, and opportunities

Innovation and Technology Integration

• Spearhead the integration of cutting-edge technologies, such as AI, Generative AI, chatbots, and predictive analytics, to enhance efficiency and customer engagement.
• Leverage automation and self-service solutions to optimize workflows and empower customers.
• Collaborate with technology teams to implement CRM systems, omnichannel platforms, and advanced reporting tools.

Team Leadership & Development

• Build, inspire, and lead a high-performing team of managers, supervisors, and agents.
• Design and implement robust training programs to ensure teams are skilled, motivated, and aligned with organizational goals.
• Foster a culture of accountability, collaboration, and innovation