Head - Contact Centre - BPO/KPO/BFSI

Skills Required:

- Computer Skills

- Conversant with MS-Office

- Core Banking Systems (FLEXCUBE), Retail Asset System (FINONE) Loan Origination System, Post Dated Management System. Imaging & Workflow Systems, DP ( e.g. DEBOS) will be added advantage

Other Skills:

- Excellent Business Communication Skills

- Excellent networking & interpersonal Skills

- Excellent Leadership skills i.e. have past experience of handling large teams.

- Project Management skills.

- Good Numerical, analytical & problem solving skills.

- Proactive with a sense of ownership and ability to drive results by engaging with key business partners

- Proficiency in Quality & Project Management tools - Six-Sigma, Lean, ISO, COPC (Six sigma certifications will be a plus)

Job Description:

- Manage the people resources within the Communication centre ensuring SLAs are met w.r.t System utilization, Agent Performance, Attendance, Product knowledge and Soft skills

- Responsible for deployment of best practices and service quality parameters for the in-bound contact center but would also play an important role in setting up a full-fledged outbound center to support business garnering.

- To achieve or exceed the targets on Customer Migration, Customer Satisfaction, Costs etc. by implementing and managing innovative processes, products & services through our Communication Centre while ensuring compliance to internal and external policies/guidelines.

- Responsible for improving productivity, reducing cost, ensuring business continuity by effective management of resources and implementing operational controls to mitigate operational risks.

- Responsible for customer service aspects across the bank, from an end to end perspective across all business verticals, including channel migration effort.

- Design, develop and implement variety of innovative promotions/schemes/programs for cross-sell and up-sell pf products/services through phone banking.

- Ensure highest level customer confidentiality w.r.t. data, conversation, audit trail etc.

- Ensure prompt submission of reports and MIS to regulators and internal stake holders

- Identify & institute checks and balances to mitigate operational risk.

Responsible for driving Quality Initiatives:

- Ensure to promptly publish sigma score cards

- Obtain & ensure to retain ISO certification

- Implement 5s at all departments

- Execute Customer Satisfaction Surveys