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Job Description
 
 
Company : AlKahaliji
Job Id : 6db084
Job Title : Principal, Contact Centre Manager
Job Industry : Banking and Finance
Job Location :
Job Description :

Key Accountabilities

Formulates the business plan for the Contact Centre including costing and budgeting activities.

 

Ensures efficiency, effectiveness & consistency of processes; manages projects to improve operational efficiency.    

 

Resolves escalated customer issues on a daily basis. Ensures customers query resolution regarding any kind of transactions. 

 

Develops multimedia customer contact process flow.

 

Conducts capacity planning to ensure availability of resources and manages complaint volume.

 

Generates cross selling leads/revenue generation and directs them to the appropriate channels/ sales teams if reqd

 

Ensures internal service measure targets are met by effective resolution of queries

 

Keep track of new product launches and information.

 

Coordinate with Branches and operational unit in resolving customer queries and ensuring smooth processing of transactions.  

 

Ensures the contact centre team is well equipped about the latest product and service offered by the bank

 

Manage the technological stability and infrastructure of the unit. Ensures availability of equipment and upkeep of system at all times.

 

Guides and motivates team to continuously perform and meet customer service standards

 

Puts emphasis on acquiring talent; evaluates performance of reporting staff; identifies training and development needs for staff to ensure continuity of business and manage their career growth.

Employment Status : Employee
Employment Type : Full time
Monthly Salary Range : $
Start Date :
 
Career Level : Management
Years of Experience : 8
Skills :

Understanding of banking products and operational processes, proficiency in computers

Residence Location :
Gender : No preference
Nationality :
Education :
Degree :
 
Contact Info : Confidential

 

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