Principle Accountabilities

• Support the Contact Centre teams through developing objectives for the Contact Centre’s day-to-day activities.
• Monitor and improve quality assurance of all Contact Center interactions (call, email, social media interactions.)
• Assist in the formulation of targets for individuals and teams.
• Collecting and analyzing Contact Center statistics. Measure performance with key metrics such as calls handled, service level, calls abandoned etc.
• Monitor and trend channel performance (including tools) and work in close liaison with the technical teams to address the same.
• Closely monitor the impact of channel performance on Customer Experience.
• Provide weekly reporting on the same.
• Ensure adherence to policies for attendance, established procedures etc.
• Analyze statistics and compile monthly / annual results and performance reports.
• Take ownership of customers issues and follow problems through to resolution.
• Keep accurate records and document customer service actions and discussions.
• Recruit, mentor and develop Call Center Officers and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Adhere to and manage the approved budget.
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Coach and provide training to personnel to maintain high customer service standard.

Key Competencies and Skills

• Planning and organization skills.
• Strong communication and questioning skills.
• Good interpersonal skills.
• Good numerical and analytical skills.
• Time management skills.
• Good selling/influencing skills.
• Quality conscious.
• Sensitivity to customer issues.

Minimum Qualifications, Knowledge and Experience

• Bachelor’s Degree from a recognized University.
• At least 4 years working experience in a Customer Service role preferably in the banking.