Contact Centre Manager

The Contact Centre Manager will have responsibility for directing the activities of the contact centre staff to ensure that high quality service is always provided to all customers.

CONTACT CENTRE MANAGER

Job Description:

The Contact Centre Manager will have responsibility for directing the activities of the contact centre staff to ensure that high quality service is always provided to all customers. The Manager will assist with the planning and implementing contact centre strategies to effectively meet customer needs and to achieve the set objectives. Also, the manager will ensure that the strategies that are employed in the contact centre are aligned to the Banks overall strategy and will contribute to its growth and profitability.

Job Responsibilities:

• Develop and set objectives for the day-to-day operations of the contact centre.
• Recruit, orient, train and coach, motivate contact centre representatives to deliver quality customer service, and enhanced customer experience, to ensure all metrics and SLAs are met.
• Oversee the effective management of technological and human resources in order to maximize productivity
• Conduct call monitoring, review recorded calls with representatives to ensure quality assurance.
• Assign and delegate work tasks to contact centre representatives according to their specialty and current customer demands.
• Investigate, address, and resolve complex customer queries, complaints, concerns that are escalated by representatives
• Conduct performance reviews, capacity planning and technological evaluation to determine action plan for improved operations.
• Develop customer interaction/call handling procedures and policies and scripting for use by representatives.
• Support preparation of annual budgets and schedule expenditures to meet the financial objectives of the contact centre.
• Generate, analyze and action reports, and present reports to senior management
• Liaise with technology team members to design and implement cutting edge solutions to ensure the best technology and telephony.
• Attend educational workshops and review relevant literature to maintain up-to-date knowledge of contact centre operations management.
• Perform other related duties as assigned.

Education and Experience:

• Bachelor’s degree in Management / Business Administration / Marketing / Finance or a related field of study.
• 5+ years of retail banking experience, with 2+ years of supervisory level experience preferred.
• 2+ years Contact Centre Manager / Team Lead, with experience in a customer-focussed field or business lead on medium to large projects
• Customer Service/Customer Experience certification will be an asset