Head of Inbound Contact Center

Job Purpose:

• Accountable for the strategic leadership, governance, and performance of all inbound customer interaction channels serving local and international markets. The role ensures operational excellence, scalable growth, superior customer experience, and cost efficiency while aligning inbound operations with ELARABY Group’s vision, mission, and long-term strategic objectives.

Job Responsibilities:

• Define and execute the Inbound Customer Care Strategy aligned with corporate objectives.
• Lead annual operational and capacity planning cycles.
• Own enterprise-wide governance of inbound operations.
• Translate corporate strategy into measurable inbound performance targets.
• Ensure achievement of SLAs, AHT, FCR, NPS, CSAT, Quality, Compliance, and Cost KPIs.
• Implement structured real-time management frameworks.
• Conduct root-cause analysis and enforce corrective actions.
• Oversee complaint management and escalation governance.
• Design long-term capacity planning and workforce forecasting models.
• Optimize staffing, scheduling efficiency, and utilization rates.
• Balance customer experience targets with cost control objectives.
• Lead automation, AI enablement, and self-service expansion initiatives.
• Partner with Digital and IT teams to implement scalable solutions.
• Govern outsourcing partners and vendors across geographies.
• Ensure alignment with service standards and KPIs.
• Implement continuous improvement frameworks.
• Lead Voice of Customer (VoC) programs.
• Reduce customer pain points and repeat contacts.
• Enhance segmentation strategies.
• Own inbound budgets and cost controls.
• Optimize cost-per-contact and productivity ratios.
• Lead business cases for operational investments with clear ROI.
• Ensure compliance with COPC, ISO, and regulatory requirements.
• Govern data privacy and information security controls.
• Build a high-performance culture.
• Lead succession planning and talent development.
• Implement structured performance management systems.

Job Qualifications:

• Bachelor's degree in any relevant field.
• 10-15 Years of experience in Contact Center.
• Strong knowledge of operational performance frameworks and customer service metrics.
• Experience managing large-scale operations across geographies.
• Proficiency in CRM systems, SAP, and workforce management tools.
• Strong financial acumen and budgeting expertise.
• Knowledge of COPC and ISO standards preferred.
• Exceptional leadership and stakeholder management skills.