DVP/VP/Head - Contact Center Customer Service - Call Centre

DVP/VP_Contact Center Head_Kolkata

- Lead, manage and motive the Contact Centre Customer Service Department (Banking to deliver best in class service, meeting or exceeding all KPIs and within budget. Accountable to provide seamless one-stop-shop service to customers and driving up sales opportunities through different contact channels including Phone banking- voice and non -voice channels with our customers.

- Service the client's needs by receiving, investigating, and evaluating inquiries, requests, feedback, and complaints coming from various channels (phone, email, SMS, online facilities - Viber, Messenger, etc.).

- Responsible for end-to-end customer contact processes and the associated customer experience, supporting cross team initiatives to drive improvements, improve efficiency and reduce complaints as well as increase the NPS of Call Centre.

- Actively participate in implementing transformational contact Centre technologies like automation of entire IVR, CRM and Contact Centre reporting to help drive modernization of Call Centre and customer experience, leveraging channel shift and self-serve.

- To ensure compliance with all relevant internal guidelines and external regulatory requirements, including management of operational risk and adherence to the bank's standard of ethical behavior.

- Pre and Post delinquency management.

- Providing advisory for various products offered by Banks.