Contact Centre Manager | Bank | Mumbai ( Malad) | Urgent Opening

From 4 to 9 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Job Title Contact Center Manager


Reporting To Contact Center Head / Sr. Mgr


A. POSITION PURPOSE

• Drive customer contact centre functions to deliver sales and service propositions which align

with Banks business and channel strategies to achieve customer satisfaction and financial

objectives in an omni-channel, multi-brand environment.


B. KEY POSITION RESPONSIBILITIES

Sr. Key Responsibilities

Quality


1

Determine whether the agents maintain a pre-determined and acceptable level of contact

handling through monitoring and test contact evaluation.

2

Report contact handling performance and statistics through daily monitoring and test

contact evaluation & weekly reporting to respective manager

3 Monitor calls to ensure Bank standards are maintained.

4 Review evaluations, maintain files, and handle general administrative duties.

5 Prepare performance evaluations documenting contact-handling procedures.

6

Works with the Operations Manager, Operations Supervisor, Business Communications

Specialist and HR, to provide floor support / coaching to meet deliverables i.e. quality,

customer satisfaction and performance objectives.

Training


1

Takes ownership of training/projects assigned, including coordination of supplies,

equipment and training materials. Takes a leadership role from conception to completion.

2

Reviews and analyzes Banks training materials and recommends necessary changes to

provide increased effectiveness. Works with vendor to incorporate the changes.

Instrumental in testing systems, and continually updating training materials as new

products are added.

3

Designs, administers, and analyzes training evaluations to assess effectiveness of

programs and makes adjusts as needed

4

Provides training that prepares CSRs to meet their Quality Assurance Scores and

Customer Satisfaction Index ratings which in turn impacts customer retention and growth

5

Consistently demonstrates ability to meet and exceed metrics in their personal

performance. For example: taking monthly calls and meeting qualitys expectations,

attending internal and client calibrations, etc.

6

Ensures Banks policies and procedures are administered honestly, consistently, and with

sound judgment

7


Assists Human Resources in delivering the new hire programs. Develops and delivers up-

training to meet the Business requirements


8 Coaches and counsels agents as necessary to ensure their success.

9

Performs supervisor duties within the classroom, acting as the students supervisor while

in class. This would include maintaining performance and attendance records, making

recommendations for post class tutoring, rotations into OJT and up to and including


J O B D E S C R I P T I O N

recommendations for termination.

10

This person may act as floor/operations supervisor for periods of time, depending on the

needs of the site. They would be fully accountable for the team’s performance including

coaching and counseling.

11 Other Duties as assigned.


Operations


1

Aid agents with the call process (Through daily monitoring, handling problem calls, difficult

calls etc.)

2 Ensure staffing needs and administer breaks in a timely manner / as per the schedule.

3 Ensure that all resources are available for agents to take calls.

4 Escalate issues w.r.t. technology and usage of tools.

5 Handle non-routine situations, like RTM, floor management etc whenever called upon.

6

To ensure revenue generation through all Outbound channels and achieve the desired

Cost to Income ratio for the center

7

To achieve the Service metrics which include Connectivity, Channel Migration, Cross Sell,

Lead Generation, MAB Movement. Etc.

8 Appraise the Leaders in the team on a half yearly/yearly basis

9 Prepare development plans for team members and track their implementation

10 Process enhancements to improve quality and efficiency of the Unit

11 Identify process gaps and collaborate with the Client to formulate solutions

12 Conduct weekly & monthly reviews with Vendor Partner to track performance

13 Upskill the Leaders so they can develop on their skills and manage their teams effectively.


C. QUALIFICATIONS AND EXPERIENCE REQUIREMENT

Qualifications

Essential Graduate / Post Graduate

Preferred As above

Experience

Essential Planning:


Demonstrates clear planning skills. Translates business objectives into functional activities.

Sets goals and processes and organizes resources to ensure that the desired results are

met

Analytical Thinking:

Makes constructive use of the information at his/her disposal. Is sensitive to the business

environment and evaluates banks possibilities in terms of products/ processes/ services/

systems.

Decision-Making

Proactively seeks and accurately evaluates the available data. Anticipates outcomes and

implications.

Chooses the optimal solutions from all those available and implements the necessary

actions in a timely manner.

Customer Focus

Is highly customer-oriented. Makes serious efforts at understanding client needs and


J O B D E S C R I P T I O N


ensures customer expectations are met in every interaction.

People Management

Manages associates’ aspirations and facilitates associates’ development by effective

interventions. Ensures key performance measures are met.

Communication

Produces clear and effective documentation and communication. Is able to make accurate

interpretations of complex material.


Team Leading

Is an effective team player and team leader. Guides and supports the efforts of team

members towards the achievement of the team objectives. Is proactive in avoiding or

resolving conflicts.

Quality and Improvement orientation

Is proactive in ensuring that learning is shared and that quality and other key matrix are

improved upon.

Resilience

Maintains effective work behaviour in the face of pressure and setbacks. Successfully

adapts to changing demands and conditions.


D. COMPETENCY REQUIREMENTS

a. Technical Skills

Skill Attribute

Service

Excellence


• Treating Customer Right

• Taking end-to-end Ownership of Customer Issues

• Cutting across the Bank to obtain results for Customer Servicing

• Always handling Customers with a positive attitude

• Valuing the value chain within the organisation

• Staying ahead of Customer Needs/Queries


Bank Process

knowledge


• Good Understanding of overall banking products viz. Liability, Assets & Credit

cards

• Understanding of RBI & TRAI circulars

• Knowledge of 5 Pillars of contact center

EUC Skills Basic MS Office tools including Visio

b. Behavioural Skills

Competencies Attribute

Professionalism To conduct your duties with good judgment and in good faith

Respect To be sensitive and responsible for what we say and do

Excellence To act in a manner that earns the trust and admiration of others

Entrepreneurial To be enterprising and take ownership of our actions

Teamwork Working collaboratively to achieve the common goals and be


successful together


Client Oriented/Engaging Ability to understand Customer Needs & Issues and keep them


engaged while delivering the necessary


J O B D E S C R I P T I O N

Result Oriented Unwavering focus on achieving results

Customer Influence Ability to influence Customers in a smooth, non-abrasive manner

Orientation to Excellence Strives for Excellence in whatever they do

Attention to Detail Being meticulous and checking the nitty gritty

Communications The ability to convey information to others effectively and efficiently

Perseverance 1. persistence in doing something despite difficulty or delay in achieving


success


Time Management Managing time effectively - allocating the right time to the right activity

Leadership Directs and advises others on performance of their jobs, using

appropriate leadership styles while managing different individuals

Motivating Others Achieves results through effective use of people; inspires others to

achieve goals by keeping them interested and satisfied while working

on established targets. Maintains a productive and gratifying climate

and by showing commitment and enthusiasm, obtains dedication from

the team.


Decisiveness Shows a readiness to make decisions, render judgements, commit

oneself to definite opinions, taking actions and responsibility for such

decisions

E. Functional Inter-linkages

Internal & External

Most departments of the Bank, particularly

• Outsourced Partner – Business and functional team

• The Business Team (Liabilities, Assets & Credit cards)

• Services Departments

• Operations



Desired Candidate Profile



Perks and Benefits



Role:Head - Operations

Salary: Not Disclosed by Recruiter

Industry:Banking

Functional Area:Customer Success, Service & Operations

Role Category:Operations

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

Company Profile

Mount Talent Consulting Private Limited

Bank

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Contact Company:Mount Talent Consulting Private Limited