Job Summary

Manage a team of Contact Centre agents and day to day Contact Centre operations including Work Force Management, Quality, Service Levels and customer satisfaction

Key Accountabilities

Team Management

-   Lead and manage a team of agents assigned to ensure their overall performance, scorecard and service quality.

-   Mentoring and coaching and observing their performance and ensure agent development.

-   Build a team and motivate the agents by encouraging creativity and providing them with opportunities for self-development and performance improvement. Recognize them and let them know they are involved and host regular team meetings.

-   Ensure the team is updated with their performance and have performance discussion with team and provide constructive feedbacks.

-   Execute customers’ requests as per agreed procedure, escalate issues to higher level, send reminder/warning for violations

Contact Centre Operations

-   Monitor day to day Contact Centre operations covering all interactions (calls, emails, social media, etc) for service requests and complaints to ensure fulfilment within TAT and the standard quality.

-   Perform floor monitoring and back up and monitor shift adherence to ensure Contact Centre availability to serve customers and meeting the target SLA.

-   Perform specific responsibilities assigned to ensure all aspects of Contact Centre operations run well and Contact Centre achieve its KPI: not limited to forecasting, scheduling, CSAT monitoring, cross sell monitoring, etc.

-   Handle escalations and complaints and provide customers with immediate resolutions

Continuous Improvement 

-   Contribute to the identification of opportunities for continuous improvement of systems, processes and practices in order to facilitate cost optimization and productivity improvement.

-   Contribute to CBQ “Change the Bank” initiative by actively participating in bank-wide transformation projects.

-   Ensure own and team supports to projects/UAT or other activities during system enhancement and projects implementation.

Statement and Reports

-   Assist in the preparation of timely and accurate department statements and reports to meet CBQ and department requirements, policies and standards.

-   Provide reports to the manager / supervisor within agreed time and assists supervisor in agent’s evaluation

Policies, Systems, Procedures, Risk Management

-   Monitoring agents’ performance by performing QA on agents handling to ensure quality and adherence to SOPs.

-   Follow and ensure team adherence to departmental policies, processes, SOPs and instructions so that work is carried out in a controlled and consistent manner. Oversee team timely response on QA and Audit findings with proper action plans for mitigations.

-   Consistently become the risk champion in to mitigate risk in daily operations of Contact Centre as well as identifying, escalating and fixing risk items. 

- Well organized and able to handle several issues at once, prioritizing what to do first. have a positive attitude and set a good example. They serve as advocates for their teams and look for ways to help team members succeed

Skills

Education

• Bachelor degree or equivalent