Head - Contact Centre - Bank

Job Title/ Designation - Head Contact Centre

Organization - A Leading Indian Bank

Job Purpose - Manage the people resources within the Communication centre

Reporting to - Head - Customer Service and Contact Centre

Experience Required - 10-15 Years of relevant experience

Skills Required

Computer Skills

Conversant with MS-Office

Core Banking Systems (FLEXCUBE), Retail Asset System (FINONE) Loan Origination System, Post Dated Management System. Imaging & Workflow Systems, DP ( e.g. DEBOS) will be added advantage

Other Skills

Excellent Business Communication Skills

Excellent networking & interpersonal Skills

Excellent Leadership skills i.e. have past experience of handling large teams.

Project Management skills.

Good Numerical, analytical & problem solving skills.

Proactive with a sense of ownership and ability to drive results by engaging with key business partners

Proficiency in Quality & Project Management tools - Six-Sigma, Lean, ISO, COPC (Six sigma certifications will be a plus)

Job Description

Manage the people resources within the Communication centre ensuring SLAs are met w.r.t System utilization, Agent Performance, Attendance, Product knowledge and Soft skills

Responsible for deployment of best practices and service quality parameters for the in-bound contact center but would also play an important role in setting up a full-fledged outbound center to support business garnering.

To achieve or exceed the targets on Customer Migration, Customer Satisfaction, Costs etc. by implementing and managing innovative processes, products & services through our Communication Centre while ensuring compliance to internal and external policies/guidelines.

Responsible for improving productivity, reducing cost, ensuring business continuity by effective management of resources and implementing operational controls to mitigate operational risks.

Responsible for customer service aspects across the bank, from an end to end perspective across all business verticals, including channel migration effort.

Design, develop and implement variety of innovative promotions/schemes/programs for cross-sell and up-sell pf products/services through phone banking.

Ensure highest level customer confidentiality w.r.t. data, conversation, audit trail etc.

Ensure prompt submission of reports and MIS to regulators and internal stake holders

Identify & institute checks and balances to mitigate operational risk.

Responsible for driving Quality Initiatives:

Ensure to promptly publish sigma score cards

Obtain & ensure to retain ISO certification

Implement 5s at all departments

Execute Customer Satisfaction Surveys