Senior Role - Contact Centre Operations

Contact Centre Operations

Job Purpose:

- Work in a virtual branch banking environment

- Requirement for excellent understanding of the EU / UK banking environment.

- In depth knowledge on inbound call centre

- Responsible for Process Management and achievement of SLAs/Deliverables

Job Requirements: A minimum of 18-20 years of relevant experience managing large BPO operations with proven track record in managing Contact Center for at least 10-12 years' experience in UK Contact Centre management, ensuring the deliverables are met and providing excellent customer experience to the end customers by driving a culture of high performance with customer focus as its core

- Leadership & Planning Skills

- Excellent Communication skills

- Decision making

- Reporting Skills

- Analytical skill

Key Performance areas:

1. Ensures service targets, SLA's and KPI's are continually reviewed and expectations are met with optimum levels of quality & service delivery

2. Liaise with Operations Leads and Stakeholders across different geographies on day-to-day delivery and meet structured deliverables deadlines.

3. Review management information and make suggestions, recommendations so as to improve customer experience across the contact centre

4. Manage client expectations

5. End to End Ownership of the Process,

6. Responsible to communicate with clients and others levels within the organization

7. Excellent organizational and leadership skills with a problem-solving ability

8. Summarize, collect and analyze call center trends and data for regular performance reports

9. Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved

Skill set Required:

1. Outstanding leadership and organizational skills and problem solving ability

2. Ability to build strong working relationships and mentor team members

3. Communication and Interpersonal Skills: Ability to effectively communicate to Executive Leadership and others levels within the organization and clients

4. Strong analytical and fact-based decision making Ability to meaningfully Analyze and report complex data for enterprise and reporting

5. End to End Ownership of the Process, Team Performance, Attendance, Passion for work Excellence

6. Planning of effective resources utilization