Job Description

Roles & Responsibilities - Phone banking - Inbound Manager

- Ensuring that the right level of competency is available in order to drive best in class service delivery

- Quality, ensuring that KPIs are tracked and actioned in order to drive service delivery excellence

- Conduct analysis of key results KPI (ACHT/Abandoned/ CSAT scores/ASA/Shrinkage) and business metrics on a regular basis to ensure that all deliverables meet or exceed expectations

- Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses;

- Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

- Maintain and improve operations by monitoring operational performance; identifying and resolving problems; preparing and completing action plans; root cause analysis

- Own and drive regular updates to ensure knowledge level of team is continuously updated

- Responsible for managing the overall quality monitoring/auditing, preparing and providing adequate feedback to ensure process compliance

- Development of operational strategies, conducting of periodic assessments and review of capacity planning to ensure availability of resources and IT system to support business plans

- Regular feedback to quality, ops and training teams enhance the overall customer experience

- Identify root causes and share analysis through reports presentations

- Identify improvement opportunities, develop and drive appropriate action plans for enhancement quality, service indicators and utilization of the resources

- Responsible for retention and shrinkage control.

Skill set:

- Deep domain expertise in Voice/ contact centre and operations.

- Hands on experience of managing SLAs and KPIs

- Excellent inter-personal and people management skills, with an ability to lead the team from the front; should have handled large teams (100+ Agents)

- Good Analytical Skills; Expertise in analysing data, creating models using excel and other tools

- Excellent Communications skills, both verbal and Non-Verbal.

- Eye for detail - Ability to identify potential failure modes

- Analytical and problem-solving ability

Desired Skill Sets / Preferred Attributes - Good knowledge of Quality Principles

Work Experience:

- 5+years\' experience in working in Contact Centers

- Experience in working in Banking domain preferable

- Experience in process improvement preferable

Technical Skills:

- Understanding of Industry Quality Tools/service metrics

- Advance knowledge of MS office and presentation skills

Educational Qualifications:

- Bachelor\'s Degree.

- MBA preferred.

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