Head of Contact Center and Customer Service Directorate
Более 6 лет
Полная занятость
Полный день
Описание вакансии
The Head of Contact Center and Customer Service Directorate will be responsible for managing the overall customer service operations and leading the contact center team to deliver exceptional customer experiences. This role will oversee the day-to-day activities of the contact center, implement customer service strategies, and ensure that service standards are met across all customer interactions. Additionally, the role will involve managing outbound call campaigns for cross-selling banking products and services. The ideal candidate will have a strong background in customer service management, excellent leadership skills, a deep understanding of banking operations, and experience in sales and cross-selling.
Key Responsibilities: Inbound & Outbound communication, Customer service
- Strategic Leadership:
- Develop and implement customer service strategies that align with the bank’s goals and objectives.
- Lead the contact center team to ensure high levels of customer satisfaction and service quality.
- Continuously analyze customer service metrics to identify areas for improvement and implement action plans.
-
- Team Management:
- Recruit, train, and manage a team of customer service representatives and contact center staff.
- Foster a positive and collaborative work environment to motivate team members.
- Conduct regular performance evaluations and provide coaching and feedback to improve team performance.
-
- Customer Experience Management:
- Ensure that all customer interactions are handled professionally, efficiently, and in accordance with the bank’s service standards.
- Monitor customer feedback and complaints and develop solutions to address any service issues.
- Implement customer feedback mechanisms to gather insights and improve service delivery.
-
- Operational Oversight:
- Oversee the day-to-day operations of the contact center, including scheduling, staffing, and workflow management.
- Implement and manage technologies and tools to enhance customer service efficiency and effectiveness.
- Develop and maintain standard operating procedures for customer service and contact center operations.
-
- Outbound Calls and Cross-Selling:
- Develop and implement outbound call strategies to promote and cross-sell banking products and services.
- Work closely with the marketing and product development teams to identify cross-selling opportunities.
- Train the contact center team on cross-selling techniques and product knowledge to effectively promote the bank’s offerings.
- Monitor and analyze the performance of outbound call campaigns, adjusting strategies as needed to meet sales targets.
- Ensure outbound sales activities comply with all relevant regulations and internal policies.
-
- Performance and Reporting:
- Track and report on key performance indicators (KPIs) related to customer service, such as call handling time, customer satisfaction scores, and issue resolution rates.
- Monitor sales performance metrics for outbound call campaigns, including conversion rates and revenue generated.
- Prepare regular reports for senior management on the performance of the contact center and customer service operations.
- Use data-driven insights to make informed decisions and recommendations.
-
- Compliance and Quality Assurance:
- Ensure compliance with banking regulations, data protection laws, and internal policies in all customer interactions and outbound sales activities.
- Implement quality assurance programs to maintain high standards of service and accuracy.
- Conduct regular audits and reviews of customer service practices and processes.
-
- Continuous Improvement:
- Stay up to date with industry trends and best practices in customer service, contact center management, and cross-selling.
- Lead initiatives to enhance customer service delivery and implement innovative solutions to improve customer experiences.
- Collaborate with other departments to ensure seamless customer service across all channels.
-
Qualifications:
- Bachelor’s degree in business administration, Management, or a related field. A Master’s degree is preferred.
- Excellent knowledge of English language (Advenced level)
- Minimum of 7-10 years of experience in customer service management, with at least 3-5 years in a leadership role within the banking or financial services industry.
- Proven track record of managing contact centers and customer service teams.
- Strong understanding of banking products, services, and regulations.
- Experience in sales, cross-selling, or marketing within a banking environment.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data and metrics to drive decision-making and performance improvement.
- Proficiency in using customer service software, CRM systems, and contact center technologies.
- Strong problem-solving and conflict-resolution skills.
Key Competencies:
- Leadership and team management
- Customer-focused approach
- Strategic thinking and planning
- Sales and cross-selling skills
- Data analysis and reporting
- Problem-solving and decision-making
- Communication and interpersonal skills
- Adaptability and resilience
- Quality assurance and compliance
Working Conditions:
- This role is based in the bank’s headquarters with occasional travel to other branches and locations as needed.
- Standard office hours, with flexibility to work additional hours as required to meet business needs.
This role offers the opportunity to lead a key department within the bank, directly contributing to our strategic goals and enhancing our competitive position in the market.
Вакансия опубликована:
17 октября 2024,
Ташкент
Похожие вакансии
Head of Unsecured Lending Directorate
Обслуживать клиентов: работать со счетами, пластиковыми картами и денежными переводами. Продавать банковские и страховые продукты (кредитные продукты, карты, вклады).
Ipotekabank OTP Group
4 отзыва
Ташкент,
7 ноября 2024
Head of Office (Uzbekistan)
Обслуживать клиентов: работать со счетами, пластиковыми картами и денежными переводами. Продавать банковские и страховые продукты (кредитные продукты, карты, вклады).
The Open Platform
Ташкент,
вчера
Оценки по категориям
Преимущества и льготы компании
Сотрудники чаще всего указывали следующие льготы и преимущества на основании 4 отзывов
75%
Своевременная оплата труда
75%
Удобное расположение работы
50%
Наличие кухни, места для обеда
50%
Оплата больничного
50%
Место для парковки
25%
Оплата мобильной связи
25%
Система наставничества
25%
Корпоративные мероприятия
Похожие вакансии
Директор по развитию ИТ-бизнеса
от 3 000 $
Откликнуться
Доступен быстрый отклик с автоматическим добавлением резюме с hh.ru
Call Center Specialist
1 200 - 3 300 $
Откликнуться
Доступен быстрый отклик с автоматическим добавлением резюме с hh.ru
Head of Daily Banking Directorate
Откликнуться
Доступен быстрый отклик с автоматическим добавлением резюме с hh.ru
Директор по маркетингу
Откликнуться
Доступен быстрый отклик с автоматическим добавлением резюме с hh.ru
Head of Mortgage Business Directorate
Откликнуться
Доступен быстрый отклик с автоматическим добавлением резюме с hh.ru