Job Description – Contact Center Head

Position: Contact Center Head

Location: Thane, Mumbai

Employment Type: Full-Time

About the Role

We are seeking an experienced and dynamic Contact Center Head to lead and scale our customer support and customer engagement operations. The ideal candidate will be responsible for managing end-to-end contact center functions, driving service excellence, improving customer satisfaction, optimizing operational efficiency, and leading high-performing teams.

Key Responsibilities

Contact Center Operations

• Lead and manage day-to-day contact center operations across inbound and outbound channels.
  
• Ensure achievement of service level agreements (SLAs), quality standards, and customer satisfaction targets.
  
• Monitor and improve key performance metrics such as AHT, FCR, CSAT, NPS, occupancy, and produ...