Head of Inbound – Contact Center

Overview

Total Position: One Group Contact Center Job Type Permanent Job Location: Karachi Minimum Education: Minimum Bachelors degree Minimum Experience: Minimum 6 years of relevant experience with 3 years in Contact Center (preferably Phone Banking) Eligibility: • Good in Analytical skills & MIS proficiency.
• Should have good communication, writing, and investigative skills.
• Should have sound knowledge of Retail & Consumer Banking and its functions.
• Decision making ability in critical condition.
• Provide coaching, counseling and training to team members.
• COPC certification will be a plus. Job Summary: This position is accountable to maintain and measure the standardized procedure of service provided to customers and leading by example to set benchmarks for Unit Managers and other team members. Key Responsibilities: • To assist Contact Centre Head in order to support existing retail and consumer products by handling complaint/issues and managing the overall performance of the inbound unit.
• Well versed in monitoring, controlling and maintaining service quality to desired standards.
• To develop and supervise a team of representatives and measure their performance reports ultimately reporting the same to higher management.
• Development of new lead targeting schemes, and scripting for the optimization of existing programs.
• Ensure in-house and external customer satisfaction
• Ensure implementation of the new projects and assignments that has to be taken care by Contact Centre services.
• Pepare department audit preparation trail by maintaining air-tight processes and ensure full compliance as per defined standards and seek periodic guidance from Central Bank.
• Proper planning of budget & expense control by monitoring monthly figures and implement corrective measures where necessary.

Tagged as: UBLPakistan