Key Responsibilities
Operational Leadership & Delivery
- Monitor daily queue performance (inbound/outbound/chats/emails) to ensure achievement of service levels, TAT, ASA, abandon rates and other KPIs.
- Identify performance variances early and implement corrective actions in real time.
- Forecast demand and optimize staffing with WFM support to maintain SLA adherence.
- Handle and escalate complex customer issues and complaints that require second-line intervention.
Team Leadership & Performance Management
- Lead, coach and develop a team of contact centre advisors to meet performance and quality expectations.
- Conduct daily huddles, 1-2-1 feedback reviews, side-by-side coaching, quality calibration and performance improvement plans.
- Support agent engagement activities, recognition programmes, and morale-boosting initiatives aligned to organisational culture.
Quality & Compliance Oversight
- Monitor quality assurance scores and compliance with scripts, regulations, and bank/BPO policies.
- Drive continuous improvement actions based on interaction audits and customer feedback.
- Ensure adherence to data privacy, risk and security protocols, and internal control standards.
Stakeholder Collaboration
- Work with business units (Retail, Digital, Cards, Loans, IT, Risk) to resolve persistent customer pain points and refine process handoffs.
- Serve as a conduit between frontline and senior leadership on emerging issues, trends, and operational risks.
Reporting & Insights
- Prepare and present MI reports on performance trends, coaching outcomes, escalations, and operational risks.
- Suggest data-driven improvement opportunities to drive CSAT, NPS, FCR and employee performance.
Required Qualifications & Experience
For the above position, the successful applicant should have the following:
- Bachelor’s degree in Business, Commerce, Social Sciences or related field. (Required).
- Professional qualification/certification in Customer Service, Contact Centre Management or Lean/Six Sigma is an advantage.
- Master’s degree in business administration (Added advantage).
- 5 years’ work experience in a customer-facing role, with at least:
- 3 years’ work experience in Customer Service (Contact centre environment)- (Required).
- 3 years’ work experience in a supervisory or team lead role within a high-volume contact center environment (Essential).
- 3 years’ work experience with voice and digital contact channels (phone, email, chat, social). (Essential).
- 3 years’ work experience in banking or regulated services or large BPO operations industry (Essential).
Technical Skills
- Good command of contact centre platforms (CRM, telephony, quality monitoring and reporting tools).
- Strong analytical ability with comfort interpreting dashboards and performance metrics.