Customer Service Manager

3 weeks ago


Chennai, Tamil Nadu, India DBS Bank Full time
Job Overview

As a Service Delivery Manager for Credit Card Operations, you will be 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 channels of customer service. This role requires strong leadership skills to mentor, develop, and guide OSP team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.

Key Responsibilities
  1. Provide dynamic leadership to OSP team members to achieve operational excellence and meet business objectives.
  2. Coordinate with multiple service channels of OSP to identify process, product, and skill gaps, and ensure relevant enhancements and process trainings are conducted for better customer and employee journeys.
  3. Manage and expand client relationships, close new revenue opportunities, and ensure compliance with regulatory agency guidelines and standards.
  4. Monitor random calls to improve quality, minimize errors, and track operative performance.
  5. Review performance of staff, identify training needs, and plan training sessions.
  6. Record statistics, user rates, and performance levels of the centre.


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