The main responsibility of this job holder is to provide effective governance for Contact Centre operations by monitoring the service quality of the team, identifying shortcomings, facilitating development and update of SOPs and liaising with the concerned parties where necessary, in order to strengthen customer service, ensure adherence to all regulatory instructions and requirements, and guarantee high efficiency and service quality for the respective areas of operation.
Duties & Responsibilities
Monitor customer service delivery levels of Contact Centre team through the QA process and variance assessment with Team Leaders in order to ensure efficient and effective service to the bank customers.
Identify shortcomings in service delivery, collect and observe trends and compile recommended resolution action plans to superior, in order to improve service levels of the team.
Handle customer complaints and escalations liaising with concerned parties to facilitate timely resolution.
Provide the project management interface between business and Contact Centre for new campaigns and initiative to facilitate successful execution.
8 -10 years’ relevant experience in banking with exposure to customer service including at least 4 years in positions of progressively increasing supervisory responsibilities.
Good knowledge of Customer Complaints policies and regulatory requirements.
Sound Command in English & Arabic .