CONTACT CENTER INBOUND TEAM HEAD

Manage Contact Center inbound and social media supervisors’ performance through observation, metrics analysis and feedback devices from customers, peers, management and others, and provide them with the necessary feedback to increase efficiency in alignment with bank’s policies and procedures. In addition, to lead the achievement of sales set targets related to different banks’ products through ensuring proper monitoring of the quality of inbound sales calls and ensure meeting the service quality standards in place in terms of sales techniques, product information and data accuracy to maintain customer satisfaction.

Job Description\:

Contact Center Operations Management

1.Review the productivity of agents and supervisors to ensure meeting their set benchmarks, sales targets and KPIs.

2.Review Social Media interactions on CIB platforms & ensure that contact center social media team is replying within defined TAT using the approved social media scripts.

3.Oversee the performance levels of supervisors and customer service objectives through guidance, training, and motivation to assist in the development of their call handling skills that enhance customer’s experience.

4.Oversee the proper monitoring of the quality of inbound sales calls to ensure meeting the service quality standards in terms of sales techniques and product information to maintain customer satisfaction.

5.Lead the handling of escalated customer complaints or sales mis-selling complaints upon customer request and ensure utilizing escalations as a method to train and develop Contact Center agents.

6.Manage the alignment with other departments to set agreements about the standard and TAT of requests to ensure delivery of correspondence on time and increase customer satisfaction.

7.Review constantly with the supervisors the accurate and timely information given by agents to customers over the phone whilst maintaining the highest standards of service quality and follow up on job fulfilment to maintain customer satisfaction.

8.Support in Working closely with Contact Center Resource planning team to ensure the set KPIs are met.

9.Support in Working closely with the Quality, Back Office and trainers to ensure they are well aware of the performance records of their supervisors and agents to enhance their performance as needed.

Policies, Processes and Procedures

10.Participate and recommend improvements to policies, processes and procedures and manage their implementation to ensure all relevant procedural / legislative requirements are fulfilled.

Day-to-day Management

11.Implement the day-to-day operations assigned for the Contact Center unit to ensure compliance with the established standards and procedures.

People Management

12.Supervise the activities and work of subordinates to ensure that all work within a specific area is carried out in an efficient manner and in compliance with the set policies, processes and procedures.

Compliance

13.Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.