Verified Job
Accounting - Finance
Contact Center Manager
Accounting - Finance
#323633
Remote / WFH
Job Description
A. POSITION PURPOSE
.Drive customer contact centre functions to deliver sales and service propositions which align
with Banks business and channel strategies to achieve customer satisfaction and financial
objectives in an omni-channel, multi-brand environment.
B. KEY POSITION RESPONSIBILITIES
Sr. Key Responsibilities
Quality
• Determine whether the agents maintain a pre-determined and acceptable level of contact
handling through monitoring and test contact evaluation.
2.Report contact handling performance and statistics through daily monitoring and test
contact evaluation & weekly reporting to respective manager
3. Monitor calls to ensure Bank standards are maintained.
4. Review evaluations, maintain files, and handle general administrative duties.
5. Prepare performance evaluations documenting contact-handling procedures.
6.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.
Training
1.Takes ownership of training/projects assigned, including coordination of supplies,
equipment and training materials. Takes a leadership role from conception to completion.
2.Reviews and analyzes Banks training materials and recommends necessary changes to
provide increased effectiveness. Works with vendor to incorporate the changes.
Instrumental in testing systems, and continually updating training materials as new
products are added.
3.Designs, administers, and analyzes training evaluations to assess effectiveness of
programs and makes adjusts as needed
4.Provides training that prepares CSRs to meet their Quality Assurance Scores and
Customer Satisfaction Index ratings which in turn impacts customer retention and growth
5.Consistently demonstrates ability to meet and exceed metrics in their personal
performance. For example: taking monthly calls and meeting quality’s expectations,
attending internal and client calibrations, etc.
6.Ensures Bank’s policies and procedures are administered honestly, consistently, and with
sound judgment
7.Assists Human Resources in delivering the new hire programs. Develops and delivers uptraining
to meet the Business requirements
8. Coaches and counsels agents as necessary to ensure their success.
+.Performs supervisor duties within the classroom, acting as the students’ supervisor while
in class. This would include maintaining performance and attendance records, making
recommendations for post class tutoring, rotations into OJT and up to and including
10.This person may act as floor/operations supervisor for periods of time, depending on the
needs of the site. They would be fully accountable for the team’s performance including
coaching and counseling.
11 Other Duties as assigned.
Operations
1.Aid agents with the call process (Through daily monitoring, handling problem calls, difficult
calls etc.)
2. Ensure staffing needs and administer breaks in a timely manner / as per the schedule.
3. Ensure that all resources are available for agents to take calls.
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.To ensure revenue generation through all Outbound channels and achieve the desired
Cost to Income ratio for the center
7.To achieve the Service metrics which include Connectivity, Channel Migration, Cross Sell,
Lead Generation, MAB Movement. Etc.
8. Appraise the Leaders in the team on a half yearly/yearly basis
+. Prepare development plans for team members and track their implementation
10. Process enhancements to improve quality and efficiency of the Unit
11. Identify process gaps and collaborate with the Client to formulate solutions
12. Conduct weekly & monthly reviews with Vendor Partner to track performance
13. Upskill the Leaders so they can develop on their skills and manage their teams effectively.
C. QUALIFICATIONS AND EXPERIENCE REQUIREMENT
Qualifications
Essential Graduate / Post Graduate
Preferred As above
Experience
1.Essential Planning:
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
2.Analytical Thinking:
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.
3.Decision-Making
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.
Customer Focus
Is highly customer-oriented. Makes serious efforts at understanding client needs and
ensures customer expectations are met in every interaction.
4.People Management
Manages associates’ aspirations and facilitates associates’ development by effective
interventions. Ensures key performance measures are met.
Communication
Produces clear and effective documentation and communication. Is able to make accurate
interpretations of complex material.
5.Team Leading
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.
6.Quality and Improvement orientation
Is proactive in ensuring that learning is shared and that quality and other key matrix are
improved upon.
Resilience
Maintains effective work behaviour in the face of pressure and setbacks. Successfully
adapts to changing demands and conditions.
D. COMPETENCY REQUIREMENTS
a. Technical Skills
Skill Attribute
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 banking products viz. Liability, Assets & Credit
cards
Understanding of RBI & TRAI circulars
Knowledge of 5 Pillars of contact center
EUC Skills Basic MS Office tools including Visio
b. Behavioural Skills
Competencies Attribute
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
J O B D E S C R I P T I O N
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
E. Functional Inter-linkages
Internal & External
Most departments of the Bank, particularly
Outsourced Partner – Business and functional team
The Business Team (Liabilities, Assets & Credit cards)
Services Departments
Operations
.Drive customer contact centre functions to deliver sales and service propositions which align
with Banks business and channel strategies to achieve customer satisfaction and financial
objectives in an omni-channel, multi-brand environment.
B. KEY POSITION RESPONSIBILITIES
Sr. Key Responsibilities
Quality
• Determine whether the agents maintain a pre-determined and acceptable level of contact
handling through monitoring and test contact evaluation.
2.Report contact handling performance and statistics through daily monitoring and test
contact evaluation & weekly reporting to respective manager
3. Monitor calls to ensure Bank standards are maintained.
4. Review evaluations, maintain files, and handle general administrative duties.
5. Prepare performance evaluations documenting contact-handling procedures.
6.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.
Training
1.Takes ownership of training/projects assigned, including coordination of supplies,
equipment and training materials. Takes a leadership role from conception to completion.
2.Reviews and analyzes Banks training materials and recommends necessary changes to
provide increased effectiveness. Works with vendor to incorporate the changes.
Instrumental in testing systems, and continually updating training materials as new
products are added.
3.Designs, administers, and analyzes training evaluations to assess effectiveness of
programs and makes adjusts as needed
4.Provides training that prepares CSRs to meet their Quality Assurance Scores and
Customer Satisfaction Index ratings which in turn impacts customer retention and growth
5.Consistently demonstrates ability to meet and exceed metrics in their personal
performance. For example: taking monthly calls and meeting quality’s expectations,
attending internal and client calibrations, etc.
6.Ensures Bank’s policies and procedures are administered honestly, consistently, and with
sound judgment
7.Assists Human Resources in delivering the new hire programs. Develops and delivers uptraining
to meet the Business requirements
8. Coaches and counsels agents as necessary to ensure their success.
+.Performs supervisor duties within the classroom, acting as the students’ supervisor while
in class. This would include maintaining performance and attendance records, making
recommendations for post class tutoring, rotations into OJT and up to and including
10.This person may act as floor/operations supervisor for periods of time, depending on the
needs of the site. They would be fully accountable for the team’s performance including
coaching and counseling.
11 Other Duties as assigned.
Operations
1.Aid agents with the call process (Through daily monitoring, handling problem calls, difficult
calls etc.)
2. Ensure staffing needs and administer breaks in a timely manner / as per the schedule.
3. Ensure that all resources are available for agents to take calls.
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.To ensure revenue generation through all Outbound channels and achieve the desired
Cost to Income ratio for the center
7.To achieve the Service metrics which include Connectivity, Channel Migration, Cross Sell,
Lead Generation, MAB Movement. Etc.
8. Appraise the Leaders in the team on a half yearly/yearly basis
+. Prepare development plans for team members and track their implementation
10. Process enhancements to improve quality and efficiency of the Unit
11. Identify process gaps and collaborate with the Client to formulate solutions
12. Conduct weekly & monthly reviews with Vendor Partner to track performance
13. Upskill the Leaders so they can develop on their skills and manage their teams effectively.
C. QUALIFICATIONS AND EXPERIENCE REQUIREMENT
Qualifications
Essential Graduate / Post Graduate
Preferred As above
Experience
1.Essential Planning:
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
2.Analytical Thinking:
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.
3.Decision-Making
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.
Customer Focus
Is highly customer-oriented. Makes serious efforts at understanding client needs and
ensures customer expectations are met in every interaction.
4.People Management
Manages associates’ aspirations and facilitates associates’ development by effective
interventions. Ensures key performance measures are met.
Communication
Produces clear and effective documentation and communication. Is able to make accurate
interpretations of complex material.
5.Team Leading
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.
6.Quality and Improvement orientation
Is proactive in ensuring that learning is shared and that quality and other key matrix are
improved upon.
Resilience
Maintains effective work behaviour in the face of pressure and setbacks. Successfully
adapts to changing demands and conditions.
D. COMPETENCY REQUIREMENTS
a. Technical Skills
Skill Attribute
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 banking products viz. Liability, Assets & Credit
cards
Understanding of RBI & TRAI circulars
Knowledge of 5 Pillars of contact center
EUC Skills Basic MS Office tools including Visio
b. Behavioural Skills
Competencies Attribute
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
J O B D E S C R I P T I O N
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
E. Functional Inter-linkages
Internal & External
Most departments of the Bank, particularly
Outsourced Partner – Business and functional team
The Business Team (Liabilities, Assets & Credit cards)
Services Departments
Operations
