Contact Centre Operations Manager

2 weeks ago


Pune, Maharashtra, India DBS Bank Full time

Job Purpose

We are seeking a highly skilled and experienced Contact Centre Operations Manager to join our team at DBS Bank. The successful candidate will be responsible for providing day-to-day operations management of the contact centre, ensuring smooth running of the department to meet the needs of business and individuals.

Key Responsibilities

  • Monitor and evaluate live or recorded calls and chats to ensure high-quality service delivery.
  • Conduct quality assessments and refresher trainings to enhance the skills of customer service officers.
  • Identify training needs for CSOs and provide coaching and feedback to improve their performance.
  • Collate and prepare quality monitoring reports to track performance and identify areas for improvement.
  • Act as a single point of contact for knowledge management updates and ensure accurate information is maintained in the Knowledge Management portal.
  • Coordinate with Workforce Management to monitor service levels, staffing, and reports to analyze volume trends based on demand and top drivers.

Requirements

  • 5-8 years of experience in managing people in a BPO, with a minimum of 2 years in a contact centre operations management role.
  • Excellent communication and writing skills, with the ability to engage with employees and drive team goals.
  • Experience in banking or financial institutions is preferred, with knowledge of operations management and customer service principles.

Preferred Qualifications

  • Graduate or MBA degree, with a focus on business operations or a related field.
  • Expertise in MS Office and other relevant software applications.

Language

English



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