To accomplishes departmental objectives by supervising staff, organizing and monitoring work processes. Manage all customer interaction over the helpline in a fair manner that all concerns are addressed in courteous and efficient way and support all functions\tasks within the contact center provided by the Contact Center Manager. To complete operations by developing schedules, assigning and monitoring work, gathering resources, implementing productivity standards, resolving operations problems, maintaining reference manuals, and implementing new procedure
Assist Contact center manager in hiring, training, and preparing contact center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring agents understand and comply with all contact center objectives, performance standards, and policies.
Answering agent’s questions regarding best practices or difficult call handling.
Identifying operational issues and suggesting possible improvements.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Preparing reports and analyzing data to assist management as they determine contact center goals.
Working with other supervisors\management to support agents and maximize customer satisfaction.
To support contact center manager with Inbound and outbound operations when required as per business need.
Ensure all calls are addressed in the shortest possible time upholding the highest level of customer experience.
To ensure that all assigned tasks are equally distributed among the team and are effectively and efficiently completed within the assigned timelines.
Understand and strive to meet and exceed contact center KPI’s with regards to productivity in a manner that contact center statistics remains intact.
Ensure availability and presence during shifts to maintain individual & team productivity.
Any other relevant project/assignments assigned by line manager.
At least a bachelor’s degree in business administration, project management, or related from an HEC recognized or foreign university.
Excellent written and oral communication
Passion towards service
Proficient in MS Office suite
Ability to multi-task, set priorities and manage time effectively
Ability to work in a dynamic environment
Customer focus and adaptable to different personality types
Team player with a positive attitude and leadership skills
Exhibits and upholds KMBL’s values and social performance objectives.
Duration and Nature of Previous Experience:
3-5 years of contact center experience with at least 1-2 years’ in a supervisory role, preferably in a financial institution.