Manager Contact Centre

Job Objective:

Responsible for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. Ensure that technology is effectively utilized, staff are well-organized & productive and adherence to Fair Treatment of Customer (FTC).

 Key Responsibilities

1.       Contact Centre Management

·         To ensure smooth functioning of contact centre.

·         To work closely with multiple cross-functional departments to understand new banking products/services initiatives, operations performance, market trend and best contact centre service practices.

·         Develop objectives for the contact centre’s day-to-day activities.

·         Collect and analyze contact-centre statistics (sales rates, costs, customer service metrics etc.)

·         Monitor and resolve challenges / problems as they arise to ensure optimal customer service.

·         Develop and implement contact centre policies and procedures.

·         Monitor and improve telephone handling and other procedures.

·         Create and evaluate performance through performance based scorecards that measure key metrics (accuracy, call-waiting time etc.)

·         Accountable for managing the relationship with respective vendor(s) and to identify, conduct and evaluate performance trends.

·         Research and recommend relevant vendor solutions for contact centre.

·         Design & assist in developing business and operational flows.

·         Implement technology upgrades to contact centre as required.

 2.       Resource Management

·         Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

·         Identify errors and provide solutions for contact center and individual officers.

·         Provide learning/growth opportunity to team members through delegation and exposure to projects.

·         Periodically conduct team meetings review performance, motivate and interact with contact centre staff.

·         Review and approve leaves, salary, allowances, etc.

·         Instill KMBL’s values in the team.

 3.       Budgeting & Reporting

·         Managers contact centre budgeting and track expenses.

·         Prepare periodic productivity reports for line manager on talk time, hold time, idle time, not ready time, Calls handled, daily call volume, service level, agent login and abandoned rate etc.

·         Prepare additional reports as required by senior management.

 4.       Regulatory & Compliance

·         Ensuring that all the information and transactions are handled with due diligence and care.    

·         Interpret and apply appropriate State Bank rules and regulations, Banks Policies and Fair Treatment of Customer - FTC Principles.

·         Remain abreast of any changed to State Bank rules and regulations.

 5.       Contact Centre Training

·         Identify training needs for Contact Centre staff.

·         Coach and provide training to personnel to maintain high customer service standards.

·         Conduct periodic refreshers for contact centre staff on Compliance, KYC, Products and System Integration, soft skills, communication etc.

Knowledge, Skills, Abilities & Other attributes

Education

• Preferably Masters in Business Administration/Banking/Finance from a recognized university.

 Skills

• Strong understanding of reporting and budgeting procedures.
• Knowledge of performance evaluation and customer service metrics.
• Proficient in MS Office and contact centre equipment/software programs.
• Outstanding customer service & communication skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Exhibits and upholds KMBL’s values and social performance objectives.

 Duration and Nature of Previous Experience:

7 years of experience in contact center/call center out of which 3-4 years as managerial or similar capacity. Certified Call/Contact Centre Manager (e.g. CCCM) or equivalent qualification is a plus.