Manager, Contact Centre Operations

Team Supervision (only for Team leaders and supervisors)

Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.

Provide on-the-job training and constructive feedback to assigned team to support their overall development.

Promote the organisation’s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.

or

Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.

Promote the organisation’s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.

Budgeting and Financial Performance

Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.

Policies, Systems, Processes & Procedures

Provide inputs and implement policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.

Continuous Improvement

Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies and quality standards.

Specific Job Accountability

Handle a team of CSR’s providing 24/7 customer support to the Bank customers

Maintaining service level as per SLA

Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis

Conduct Quality calls evaluation for the centre

Enthusiastically manage the development of team by ensuring that they receive adequate amount of counselling, coaching and training. And encourages personal development

Monitor and emphasize standards of performance, occupancy rate of available time, call duration, wrap up time and SLA

Supervise both the morning and evening shifts on rotation shifts

Supervise processes and instructions handled by agents on day to day basis

Handle difficult complaints or customers during an escalation by an agent

Ensure operational controls are always maintained, and department complies with internal policies and regulations

Supervise the 24 hours, 365 days a year shift operation of the call centre

Offer ongoing coaching and assistance to agents in order to enhance their product knowledge and service on continuous basis

Conduct training programs and link with post evaluation program

Encourage team spirit

Promote staff motivational programs in form reward and recognition

Ensure all agents on their shifts on time

Monitor sales performance and lead generation per staff

Promote cross selling and sales achievements by target per agent

Conduct monthly appraisal for the team members

Recommend and advise actions, feedback to improve customer experience and NPS of contact centre service

Recommend training needs and additional quality controls relevant to the role

Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks

Authorised to take decisions as per the approved authorization matrix