We have an urgent Requirement for the Contact Centre Manager for Credit Cards and the this profile needs
1, Should be Managing the 200 + team Members
2. Should be clear cut knowledge of Credit cards and Banking products
Job Title Contact Center Manager
Department Customer Service
Grade Manager / Senior Manager
Location JMD Gurgaon
Reporting To AVP
Manage end to end Level 1 Inbound Contact Center process outsourced to IGS along with other activities like Service Level & escalation management, Cross-sell/ Upsell Driven, process improvement, work on business projects with aim to ensure improved customer experience and satisfaction.
B.KEY Position Responsibilities
Sr. Key Responsibilities
1 Need to meet the customer service financial objectives by forecasting requirements, preparing AOP on manpower, analysing variances and initiating corrective actions.
2 Provides daily guidance to Team leader & Assistant Manager to ensure customer service is delivered in a timely, efficient and knowledgeable manner.
3 Ensure that the day-to-day operations of the process is running smoothly in accordance to prescribed requirements and as per the policies and same has been are adhered by the team members.
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 Service Governance and Stakeholder management - He/She must identify, understand and manage relationships with all internal and external stakeholders.
7 Driving customer obsession across channels
8 Responsible towards metrics management
9 Partner Governance and responsible towards driving all key critical metrics - Ensure that established SLAs and KPIs for the process are achieved monthly.
10 Cross sell management and driving business numbers - To Focus on driving the Revenue upsell
11 Constantly finding ways to improve overall service delivery via RCA
1 Determine whether the agents follow pre-determined parameters and adhere to acceptable quality norms through monitoring and evaluation.
2 Record feedback and let the Customer Service Expert know about his/hers areas of developments. Coach and counsel agents to modify their performance/behaviour to facilitate a high level of customer service.
3 Contribute to make the process better, faster and quicker, implement or refine agent training and coaching initiatives to bridge skills gaps, correct broken internal processes, improve workforce, scheduling or perhaps alert other areas of organization that are having an impact.
4 Review evaluations, maintain tape files, and handle general administrative duties.
5 Facilitate Training program for enhanced productivity and quality of response.
6 Assist in Floor management where required
7 Conduct performance analysis and provide data to the senior management team to be able to enhance the overall quality of the floor.
8 Handle Escalations in case customer asking for a supervisor / manager
9 Maintain & Report team & individual performance and statistics through daily, weekly & monthly reports.
10 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.
11 Work on customer services projects in conjunction with cross function teams
C.Qualifications and Experience Requirement
Essential Graduate / Post Graduate
Preferred As above
Experience 8-12 years of work experience of managing a team, sound MIS knowledge, good communication skills and demonstration skills
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
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.
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.
Is highly customer-oriented. Makes serious efforts at understanding client needs and ensures customer expectations are met in every interaction.
Manages associates aspirations and facilitates associates development by effective interventions. Ensures key performance measures are met.
Produces clear and effective documentation and communication. Is able to make accurate interpretations of complex material.
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.
Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.
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 credit card
Understanding of RBI & TRAI circulars
Knowledge of 5 Pillars of contact center
EUC Skills Basic MS Office tools
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
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
Internal & External
Most departments of the Bank, particularly
Outsourced Partner Business and functional team
The Business Team (Liabilities, Assets & Credit cards)
Salary: INR Best as per the industry Standards
Industry: Banking / Financial Services / Broking
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Senior Management
Role: Service Delivery Leader
Employment Type: Permanent Job, Full Time