Contact Center Head - Bank

Job Description :

- Vertical will be handling for voice / data- Liabilities - Cards - Assets - Merchants - SME - Insurance - Investment.

- Candidate will be responsible to get the existing processes documented and identify the gaps with suggestions for areas of improvement

- Ensure Compliance of the documented processes along with the Process & Compliance leader

- Ensure Compliance of the Governance framework of the bank with respect to Operations Risk Management , Infosec Regulatory etc

- Build a Robust Quality Monitoring and Surveillance system to be able to identify the training needs for each of the processes

- Review the quality analyst along with the Quality leader and provide inputs for improvement

- Bottom quartile management

- Design Progressive training modules for New Joinees (30-60-90 days)

- Refresher training modules , PKT etc

- Review and update the calling Scripts

- Be a Part of the Call Calibration Exercise along with the business leaders

- Build virtual training modules

- Train the Trainers

- Conduct training for the leadership teams

- Deliver and demonstrate some trainings directly to the Teams