Team LeadHead Contact Centre
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
The Team Lead/Head Contact Centre leads the in-house contact center team performance and operational excellence. Oversees processes SLAs quality and automation initiatives to enhance efficiency. Manages all customer interactions across channels and ensures a consistent high-quality experience through strong cross-functional collaboration.
Requirements
- Build an in-house support team (hiring onboarding training feedback performance).
- Drive process improvements implement automation and AI tools to increase efficiency.
- Set- up Operations SLA prioritization quality control workflows and metrics.
- Design implement and oversee all strategies and initiatives aimed at delivering a seamless positive and memorable journey for every customer.
- Manage all customer touchpoints from digital channels to call centers ensuring customer satisfaction and driving loyalty.
- Cross-Functional Collaboration: Work closely with Business Banking
- Personal Banking Operations Project Management Legal and Compliance Recovery and Technology teams to ensure a consistent and customer-centric approach across all departments.
EDUCATION REQUIREMENT
A Bachelors Degree in Mass Communication Business Administration Marketing or a related discipline. An MBA is added advantage.
OTHER REQUIREMENTS
- Deep understanding of customer experience principles methodologies and technologies (e.g. ZOHO CRM system).
- Exceptional empathy communication and problem-solving skills.
RELEVANT WORK EXPERIENCE
- At least 5-10 years in call center customer service or customer experience.
- Minimum 3 years of leadership experience within the telecom banking or technology sector.
Benefits
Competitive Benefits
13th Month Salary
Leave Allowance
Medical Allowance
Interested candidate please send CV to
Company Industry
IT Services and IT Consulting
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
