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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
What You ll Be Doing:
- Oversee daily operations of Virtual/Chat teams across channels like chat, email, and other digital platforms.
- Execute strategic goals for the Contact Centre, including training, coaching, resource planning, and KPI/SLA delivery.
- Drive team engagement through floor events, huddles, and morale-boosting activities.
- Lead development and coaching of Team Leaders, Assistant Managers, and Agents with operational discipline.
- Manage initiatives and enhancements across CRM, Chatbot, and virtual banking processes.
- Monitor performance metrics such as chat efficiency, conversion rates, staffing utilization, and employee engagement.
- Plan and optimize staffing through forecasting and analysis of historical call/chat trends.
- Ensure service quality through consistent coaching, monitoring, and customer experience standards.
- Contribute to business projects by enhancing systems and supporting customer journey improvements.
- Benchmark service delivery against market standards to improve engagement and reduce customer effort.
- Analyze customer contact trends to drive continuous improvement in service delivery.
- Support strategic goals, compliance, business continuity, and transformation plan while aligning operations with policy and performance standards.
Desired Candidate Profile
What We re Looking For :
- Education: Any relevant bachelor s degree
- Experience: 6 years and more experience in managing operations at a medium sized contact center set-up with multicultural awareness within Banking/financial industry
- Industry Exposure: Experience in banking or financial services
- Proven ability to manage contact center operations with a strong focus on achieving Key Performance Indicators (KPIs) and maintaining service level agreements.
- Deep commitment to customer satisfaction, with strong interpersonal skills to build and manage relationships across internal and external stakeholders.
- Demonstrated success in motivating teams, managing performance, and driving employee engagement and development, including collaboration with Quality Assurance functions.
- Strong accountability in leading initiatives, implementing new processes, and contributing to cross-functional projects that enhance service delivery.
- Excellent written and verbal communication skills, with the ability to influence, inspire, and align teams and stakeholders toward common goals.
- Experience with banking contact center environments and familiarity with CRM platforms and customer engagement systems to optimize service workflows.
- Adaptable to change and capable of leading teams effectively in dynamic, high-pressure environments.
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Associate Vice President
- Manager- Conversational Banking
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