Contact Centre Head

Citi

Experience
Company Type
Workhours

KEY JOB RESPONSIBILITIES

 

·        Quality, Productivity, Transformation, In-bound Sales Leveraging, Customer Satisfaction and Compliance

·        Manages call center operations & the support functions, including customer complaint / escalation handling and correspondence and chat unit

·        Manages governance of key performance metrics of off-shore teams and functions

·        Develops programs and action plans to meet service, sales, productivity, expense and digitization goals

·        Recommends and implements the operations plans and objectives in line with the overall business plan

·        Manages process re-engineering and ‘best practice’ success transfers in the assigned business groups to improve client satisfaction and productivity improvement

·        Partner with product, decision management, digital banking, customer experience management to achieve business goals

·        Proactively identifies weaknesses in areas related to required controls, policies and processes to ensure compliance with policies & procedures along with regulatory requirements

·        Knows the external / internal customers and determines their needs through surveys and discussions

·        Use customer satisfaction survey to drive improvements in the customer service delivery

·        Maintains active and open lines of communication with business partners, peers and communication (related to policy, procedural or workflow alterations)

·        Establishes and implements operating plans (12-18 months into future) especially digitization efforts to achieve business goals

·        Effectively manages the processes to maintain control of the incidence of fraud and potential deterioration of financial results

·        Leverages on technology to improve efficiency and productivity whilst at the same time maintains a controlled environment

QUALIFICATIONS AND COMPETENCIES

 

·        Bachelor’s Degree is required

·        Senior financial professional with at least 7-10 years experience in a leadership role, preferably managing high-volume call centre

·        Strong leadership, interpersonal and relationship-building skills are required

·        Strategic and forward-looking in driving transformation / changes and system / process improvements

·        Excellent analytical and organizational skills

·        Candidate is expected to be a strong team player and work effectively in cross-organisation relationships

·        Highly effective written and oral communication skills

APAC-Vietnam Customer Service Full-time Bachelor's Degree Day Job Regular Yes, 10 % of the Time

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Confirmed 11 hours ago. Posted 30+ days ago.

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