r3 Consultant
Website:
r3consultant.com
Job details:
Job Title: Assistant Vice President (AVP) – Contact center Ops
Role Overview
We are seeking a results-oriented AVP to lead our call center operations, overseeing inbound/outbound/email/chat customer interactions, forecasting, performance reporting, and team management. This role demands strong operational expertise, analytical skills, and exceptional communication to ensure a seamless customer experience.
Key Responsibilities
1. Call Center Strategy & Operations
- Own end-to-end call center operations
- Develop and implement strategies for high-quality customer service
- Optimize inbound and outbound calls, ensuring efficiency and SLA adherence
- Drive process improvements to enhance first-call resolution and customer satisfaction
2. Inbound & Outbound Management
- Manage inbound queries
- Oversee outbound campaigns: customer engagement
- Ensure team adherence to compliance and quality standards
3. Forecasting & Workforce Planning
- Forecast call volumes based on historical trends
- Plan staffing requirements, shifts, and capacity to meet SLAs
- Optimize workforce utilization and minimize costs while maintaining service quality
4. Reporting & Analytics
- Analyse reports
- Track KPIs: AHT (Average Handle Time), FCR (First Call Resolution), CSAT, SLA adherence, and agent productivity and many more
- Provide actionable insights to improve performance and customer experience
5. Team Leadership & Development
- Lead large call center teams
- Conduct performance reviews
- Drive employee engagement, retention, and skill development
- Serve as the key liaison between call center team and Client
- Present reports, forecasts, and performance analysis to senior management
Key Requirements
Experience:
- 10+ years in call center operations or customer service
- Proven experience managing large inbound/outbound operations
- Strong expertise in forecasting, reporting, and process optimization
Skills:
- Excellent communication and stakeholder management
- Strong analytical skills and experience with call center metrics
- Hands-on experience with CRM, call center software Genesys (preferred), and workforce management tools
- Leadership and team-building capabilities
Key Traits
- Customer-centric mindset
- Data-driven decision-making
- Strong problem-solving and operational execution skills
- Ability to thrive in a high-pressure, fast-paced environment
Click on Apply to know more.