| Job Title: |
Head Inbound Services (Voice and Non-Voice Channels) - Contact Centre |
| Eligibility Criteria: |
Experience & Qualification:
- Bachelor’s degree from an HEC Recognized Institute/University, Master’s degree shall be given preference
- 10 & more years of professional experience
Skills Required:
Customer Service Excellence:
Strong ability to ensure high levels of customer satisfaction and manage customer relationships effectively.
Operational Efficiency:
Expertise in optimizing service operations, streamlining processes, and implementing best practices to enhance productivity.
Leadership and Team Management:
Proven leadership skills to manage, motivate, and develop a high-performing inbound services team.
Analytical and Problem-Solving Skills:
Capability to analyze data, identify trends, and develop solutions to improve service delivery and resolve issues.
Technology and Innovation Savvy:
Knowledge of the latest technologies and innovations in banking services, with the ability to integrate them into inbound service strategies
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| Key Responsibilities: |
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The incumbent will be responsible for overseeing and managing both voice (telephone) and non-voice (email, chat, social media, etc.) customer service channels. This role ensures that all customer interactions are handled efficiently and effectively, maintaining high standards of customer satisfaction and operational excellence across all channels.
Key Responsibilities:
Manage Daily Operations:
Oversee the day-to-day operations of both voice and non-voice channels to ensure smooth and efficient service delivery.
Monitor and manage workload distribution across different channels to maintain service level agreements (SLAs) and response times.
Customer Service Excellence:
Ensure that all customer inquiries and issues are resolved promptly and to the highest standards of quality.
Implement strategies to improve customer satisfaction and loyalty across all service channels.
Team Leadership and Development:
Lead, coach, and develop a team of customer service representatives, fostering a positive and high-performing work environment.
Conduct regular training sessions and performance evaluations to enhance team skills and performance.
Performance Monitoring and Reporting:
Track and analyse key performance indicators (KPIs) and metrics for both voice and non-voice channels.
Present regular reports on channel performance, identifying areas for improvement and implementing corrective actions as needed.
Process Improvement:
Identify and implement process improvements to enhance operational efficiency and customer experience.
Work closely with cross-functional teams to streamline workflows and integrate new technologies and tools.
Technology and Innovation:
Stay updated with the latest trends and technologies in customer service and communication channels.
Evaluate and recommend new tools and platforms to enhance service delivery and customer engagement.
Regulatory Compliance:
Ensure compliance with all relevant regulations, policies, and standards in the delivery of customer services.
Maintain accurate records and documentation for auditing and reporting purposes.
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