Job Purpose:
The job holder is responsible for providing strategic support and direction with respect to new initiatives, quality assurance, driving revenue generation opportunities, managing Call Centre Operations and drive operational excellence across all retail and commercial products for the bank. It includes development and maintenance of efficient processes for business and service enhancement driven by system based solutions which are delivered by well trained staff. Providing the required structure for efficient functioning of fulfillment team, follow-up team, web chat and phone banking team.
Principal Accountabilities:
Strategy Implementation
To develop quality assurance, training and process and control and implement the approved structure to achieve the metrics
To build the quality and control targets and the measurement tools required to ensure they are achieved down to the individual staff level
To develop the required Quality Assurance (call, transaction and process) MIS for all units under Contact Center.
To build and feed into the recruitment and staff development process of all units in Contact Center to ensure that right resources are being recruited , effective training deployed and staff groomed for increased /changes in responsibilities
Work with the Head of Contact Center to develop and implement a control strategy that drives improved risk governance
Develop and Implement Quality and Key Control metrics
Identification and implementation of Key measurements for call, transaction, and operational risk items
Implementation of the framework of measurement of performance of these metrics working with various teams owners to define and roll-out the unit specific metrics
Providing intelligence and support to Contact Center. Arrange monthly front office back office meetings, Service Quality Forums, Audit reviews etc.
Work with relevant stakeholders to create awareness amongst the Contact Center Leadership team on the performance of Key Indicators of various interactions and processes that impact customer’s experience and propose measures to improve their performance.
Where required, provide support and cross check the performance rating given on KPIs for each unit
Responsible for Contact Center Readiness for New Product and Service launch
Represent Contact Center in all new product, process and service launches
Work with Business, Product Heads and cross functional stakeholders across the bank to define processes, system requirements and SLAs for new products and services to ensure readiness of Contact Center
Develop metrics, training material, control guidelines to measure performance
Enhance processes for defining, monitoring and reporting service performance against service level agreements (SLAs) metrics and other related targets.
Perform Competition scan on service metrics and customer experience for benchmarking against the best in class.
Revenue Generation
Provides insight into revenue generation opportunities and how to transform the unit into a profit Centre.
Structure the performance management of contact Centre fulfillment team to ensure high conversion of leads.
Provide management with recommendations that will drive increased sales and productivity
Perform analysis on key revenue generation metrics and recommend action
Collaborate with product owners to identify and implement enhancements to increase sales from contact Centre
REQUIREMENTS
Education & Experience
Graduate or post-graduate, preferably in commercially oriented discipline with recognized diploma in Banking
At least 10-12 years of overall Banking experience with specialized experience in Contact Center people and process management
https://www.comeet.com/jobs/cbd/14.007/manager-contact-center-business-support--operations/D9.D2C
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