Senior Contact Centre Manager

4 weeks ago

Chennai, Tamil Nadu, India DBS Bank Full time

Job Summary

The Service Delivery Manager (SDM) Credit Cards Service is responsible for leading the daily operations of the Outsourced Contact Centre (OSP) to ensure all Service Level Agreements (SLAs) are met and Key Performance Indicators (KPIs) are achieved across multiple customer service channels.

Key Responsibilities

  • Provide strong leadership to mentor, develop, and guide OSP team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Centre.
  • Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction.
  • Manage and expand client relationships.
  • Closely monitor and report on vendor performance to ensure compliance with regulatory agency guidelines and standards.

Requirements

  • 12+ years of experience in Contact Centre Management.
  • Bachelor's Degree from a recognised University and MBA in would be an added advantage.

Technical Competencies

  • Relationship Management: Ability to build and maintain strong relationships with vendors, acting as a liaison between the vendor and the organization.
  • Vendor Performance Monitoring: The ability to track and assess vendor performance against agreed-upon metrics, such as delivery timelines, quality standards, and customer satisfaction.
  • Technology and Industry Knowledge: Staying up to date with the latest industry trends, emerging technologies, and best practices relevant to the vendor's products or services.
  • Project Management: A solid understanding of project management principles and methodologies to effectively coordinate vendor-related projects.
  • Data Analysis and Reporting: Proficiency in collecting, analysing, and interpreting data related to vendor performance, costs, and other relevant metrics.
  • Continuous Improvement: A mindset of continuous improvement to enhance vendor management processes and practices.

Core Competencies

  • Excellent communication skills, both written and verbal.
  • Strong interpersonal skills to be able to deal with people at all levels.
  • Analytical skills to interpret data and trends.
  • Numerical skills to understand financial and budget management.
  • A strong customer focus and excellent telephone manner.
  • Leadership skills and the ability to motivate and develop staff.
  • The ability to work well in teams.
  • The ability to work under pressure, manage your time effectively, and work on your own initiative.
  • A desire to help others work towards targets and develop their skills.
  • Confidence and good business sense.
  • The ability to set, meet, and exceed targets.
  • A focused and self-motivated approach to work.
  • A flexible attitude and the ability to manage change.

Work Relationship

  • Direct reporting to Cards Head – Contact Centre, DBS India.
  • Working relationship within Digital Bank Operations, BU team, tech Team, and various departments in regional team.

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