Call Centre Manager
Date Posted: 01/07/2009 10:57:01 PM
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Our client is a reputed bank seeking a Call Centre Manager. This job entails planning, organising and controlling the activates of the team including management of the staff and other resources to yield the best result in a cost effective manner. This role requires continuous monitoring of the team productivity and service quality. Principal accountabilities:o Lead and Supervise the team of phone bankers for managing excellent customer relationship. o Maintain and improve services levels and team performance through monitoring Call Quality report and Team Productivity MIS (Calls /TPINs / Cross sales leader).o Facility Real time queue management, whereby the benchmarked services levels of the Call centre are achieved.o Conducting a daily check on phone banker's performance parameters to ensure performance is as per the set standards.o Liasing with the department / product managers for any product changes and improvements. Also being proactively updated on changes in the business environment, which would lead to changes in the products and processes we follow. This would also include giving customer feedback to the departments.o Timely communication of changes in the products, processes or systems to the team members, thereby facilitating a smooth work - flow.o Resolving escalations received from the senior management and from the phone bankers on duty.o Organise team meetings to know what are the developments and concerns of the team member.o Provide a feedback to the phone bankers on the observations on call evaluation. Also give inputs on areas of improvements identified by the solutions.o To take corrective action on any concerns faced by the team members.The successful canidate will posses experience of the above and would likely have experience in the banking sector. Omani nationals are preferred. Skills BBT
