Customer Center of Excellence (CoE)

Title: Customer Center of Excellence (CCoE) Lead 

Location: Navi Mumbai 

Division: Customer CoE 

Reports to: Director 

ABOUT US 

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organizations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data. 

OUR VALUES  

Partnership: we become one team and family with organisations, helping them to navigate change and stay   agile. 

Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens. 

Innovation: we bring together the right technologies and services to design solutions that work. 

Passion: we are passionate about - and dedicated to - public services and improving people’s lives. 

THE ROLE 

Key responsibilities 

The Customer Center of Excellence (CCoE) Lead is a vital role within Agilisys and this role will spearhead customer experience and service excellence initiatives at Agilisys. In this pivotal role, you will lead our in-house customer service teams and drive the continuous improvement of customer support operations across multiple channels. Your mission will be to ensure that every interaction with our end-users (citizens, clients, and partners) reflects our commitment to quality, innovation, and empathy. As the CCoE Manager, you will develop and enforce best-in-class service standards and KPIs, streamline processes, and foster a “customer-first” mindset throughout the organization. This role is both strategic and hands-on: you’ll shape high-level customer service strategy while also diving into day-to-day operations to coach teams, solve problems, and deliver results. If you are passionate about transforming customer experience through innovation and leadership this role offers the opportunity to make a tangible impact on public services and client success. 

Specific duties 

Depending on the project, you will need to be comfortable doing the following: 

• Leading Customer Service Operations: Oversee daily operations of Agilisys’s customer support teams to ensure high-quality service across all touchpoints. Monitor live operations, allocate resources efficiently, and handle complex customer issues. 

• Driving Service Excellence & Best Practices: Develop and implement standards and workflows for customer service. Define and achieve service excellence through KPIs and quality assurance measures. 

• Performance Analytics & Continuous Improvement: Use data and analytics to drive improvements. Review service metrics, identify performance gaps, and implement action plans. Utilize dashboards and real-time reports for feedback and coaching. 

• Innovation and Tools Implementation: Lead the adoption of new tools and technologies in customer support. Implement solutions like AI chatbots and CRM enhancements, ensuring the team is trained effectively. 

• Team Leadership & Development: Manage and mentor a diverse team of customer service professionals. Provide guidance, support, and training to foster continuous learning and skill development. 

• Cross-Functional Collaboration: Work with other departments to champion the “voice of the customer.” Collaborate with stakeholders to improve products and services based on customer feedback. 

• Quality, Compliance & Customer Advocacy: Ensure all customer interactions meet high standards and regulatory requirements. Oversee quality assurance programs and resolve issues to turn detractors into advocates. 

• Foster Collaboration and Innovation: Build strong relationships with stakeholders and embrace a culture of innovation and agility to identify opportunities for improvement. 

Opportunity 

This role is an excellent platform for experienced professionals to take their career to the next level.   

ABOUT YOU 

The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. We’re looking for a proactive, analytical, and people-focused leader who can take our customer operations to new heights. 

The Ideal Candidate 

• 4+ years of experience in customer service or contact center management, with a track record of leading teams to high performance.  

• A bachelor’s degree is preferred (ideally in Business, Management, Communications, or related field), but relevant experience and proven skills are more important. 

• Capable of managing and motivating teams of customer service agents and supervisors.  

• Strong interpersonal skills, as you’ll foster productive relationships at all levels and create an inclusive, high-energy team environment. 

• Genuine passion for customer service and empathy for end-users. You advocate for the customer’s perspective and can instill a customer-first mentality in others. 

• A problem-solving attitude – you thrive on finding creative solutions to customer issues and process challenges.  

• Data-driven approach to decision making. You are comfortable analyzing performance metrics, QA results, and customer feedback to identify trends and root causes.  

• Proficiency with contact center reporting tools or dashboards.  

• Strong familiarity with modern customer service technologies. You have had exposure to CRM systems, contact center software, or helpdesk platforms (e.g., Salesforce, Zendesk, 8x8, Five9, etc.) and can quickly learn new tools.  

• Experience with AI/chatbot solutions, automation, or self-service portals will be highly valued, as our CCoE is at the forefront of leveraging these.  

• Passion for innovation and a commitment to shaping the future of public services. 

WHAT WE CAN OFFER YOU: 

This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development. 

Benefits include: 

• Education Assistance Program 

• Employee Referral Program 

• Medical Insurance including Accidental Cover 

• Medical Reimbursement 

• Life Insurance 

• 24 days annual leave 

PROCESS 

Simply submit your CV. 

By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role.  This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for.  You can ask us at any time to remove your CV from our database by emailing [email protected] – but please note that this means we will no longer consider you for the role you have applied for. 

We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent.  

Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.