Lead - Contact Centre

Job purpose

This position is responsible for steering the full contact centre operation so that customers receive a consistently strong service experience, performance remains efficient, regulatory and internal controls are met, and business goals are achieved across inbound, outbound, collections, servicing, and digital assistance channels. The role also owns strategic planning, operating governance, workforce optimization, process redesign, and cross-functional coordination for a large contact centre setup.

Core responsibilities

• Create and execute the contact centre strategy in line with broader business objectives.
• Oversee all voice and non-voice customer service activities from end to end.
• Improve productivity, service quality, and customer experience through operational excellence initiatives.
• Design operating models that can scale as the business grows and service needs expand.
• Run inbound, outbound, collections, servicing, retention, and escalation management operations.
• Track and deliver key performance indicators such as service level, average handling time, first call resolution, customer satisfaction, productivity, utilization, and complaint resolution turnaround time.
• Plan staffing, scheduling, shrinkage management, and capacity usage effectively.
• Promote ongoing process improvement and automation across operations.
• Build a service culture focused on the customer across the organization.
• Ensure customer issues and escalations are handled quickly and effectively.
• Monitor voice-of-customer inputs, NPS, and customer feedback patterns.
• Establish service-quality controls and governance practices.
• Lead large teams covering managers, team leaders, quality, training, MIS, and workforce management functions.
• Strengthen employee engagement, retention, succession planning, and leadership development.
• Conduct regular performance evaluations and skill-building initiatives.
• Encourage a high-accountability, high-performance environment.
• Ensure alignment with internal policies, audits, and applicable regulatory requirements.
• Maintain compliance with customer communication standards and data privacy obligations.
• Work with Compliance, Legal, Risk, and Audit teams on governance matters.
• Close audit findings and compliance gaps on time.
• Review dashboards, productivity reports, and customer analytics to identify trends and opportunities.
• Use operational insights to support management reporting and strategic decisions.
• Present business reviews to senior leadership.
• Partner with Business, Product, Technology, HR, Finance, and Compliance teams.
• Manage vendors, outsourced partners, and other third-party service providers.
• Support roll-out of new business initiatives and process improvements.

Skills and competencies

• Strong leadership with a strategic mindset.
• Deep experience managing large contact centre operations.
• Excellent customer service orientation and stakeholder handling.
• Strong analytical thinking and sound decision-making.
• Capability in workforce planning and operational forecasting.
• Working knowledge of CRM platforms, dialer tools, and contact centre technology.
• Ability to drive process improvement and manage organizational change.

Additional information

This is a full-time, onsite role based in Maharashtra, India.