TL-Lead-Customer Service-Thane

Aditya Birla Group; Thane; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

PeopleStrong, a leading HR tech company in India, seeks a visionary Head of Contact Centre to define and execute a future-focused strategy aligned with corporate goals.

You will drive transformation to enable customer satisfaction, loyalty, and retention; oversee operations, analytics, technology integration, and team development. Collaborate across functions to optimize performance and service quality.

Responsibilities

• Develop and execute a future-focused strategy for the contact centre.
• Drive transformation to enable customer satisfaction, loyalty, and retention.
• Anticipate market trends, customer expectations, and technol­ogical advancements to stay ahead.

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.

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.

- 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