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Contact Center Operations Manager
2 months ago
Must have:
- Should manager Voice processing- Contact Center
- Should be from bank's contact center ops
- Must have worked in Banking process and handled cards division
Team Manager’s repertoire of roles and responsibility include:
1. Manage teams of e-mail officers and Team Leaders on various parameters including, attendance, adherence, accuracy, productivity, quality, Score Card.
2. Responsible for rostering and manage leave requirements of the team.
3. Ability to control attrition and hire staff as per committed timelines.
4. Ability to build and maintain high standards of quality performance in customer communication.
5. Possess knowledge on products, processes and systems used.
6. Ensure productivity targets are met and on an increasing trend.
7. Ensure timely and regular follow ups are done as per unit SOP.
8. Develop the team through coaching and counselling.
9. Monitor e-mails and provide feedback.
10. Monitor escalations and ensure timely closure. Also, work towards reduction in escalations.
11. Ensure continuous improvement in team performance.
12. Identify training needs and share with the training team.
13. Enabling refresher training.
14. Focus on garnering and increasing revenue contribution by the team and self.
15. Provide suggestions for improvement of products and processes.
16. Adhere to compliance guidelines at ll times by the team and self.
Skills and Specifications:
Ø Knowledge in Credit Card related Products, Process and operations.
Ø Team Player attitude.
Ø Management capabilities, including people, process, and technology management.
Ø Effective presentation, verbal/written communications skills and interpersonal skills.
Ø Command over Microsoft applications – Power Point and excel.
Ø Ability to work efficiently bringing Leadership acumen to the fore, in a high-demand, team oriented, and fast-paced environment.
Ø Ability to express ideas in clear and concise manner.
Ø Solid problem-solving skills and proven to think tactically
Ø Interpersonal skills
