Key Responsibilities
Operational Leadership & Delivery
Monitor daily queue performance (inbound/outbound/chats/emails) to ensure achievement of service levels, TAT, ASA, abandon rates and other KPIs.
Identify performance variances early and implement corrective actions in real time.
Forecast demand and optimize staffing with WFM support to maintain SLA adherence.
Handle and escalate complex customer issues and complaints that require second-line intervention.
Team Leadership & Performance Management
Lead, coach and develop a team of contact centre advisors to meet performance and quality expectations.
Conduct daily huddles, 1-2-1 feedback reviews, side-by-side coaching, quality calibration and performance improvement plans.
Support agent engagement activities, recognition programmes, and morale-boosting initiatives aligned to organisational culture.
Quality & Compliance Oversight
Monitor quality assurance scores and compliance with scripts, regulations, and bank/BPO policies.
Drive continuous improvement actions based on interaction audits and customer feedback.
Ensure adherence to data privacy, risk and security protocols, and internal control standards.
Stakeholder Collaboration
Work with business units (Retail, Digital, Cards, Loans, IT, Risk) to resolve persistent customer pain points and refine process handoffs.
Serve as a conduit between frontline and senior leadership on emerging issues, trends, and operational risks.
Reporting & Insights
Prepare and present MI reports on performance trends, coaching outcomes, escalations, and operational risks.
Suggest data-driven improvement opportunities to drive CSAT, NPS, FCR and employee performance.
Required Qualifications & Experience
For the above position, the successful applicant should have the following:
Bachelor's degree in Business, Commerce, Social Sciences or related field. (Required).
Professional qualification/certification in Customer Service, Contact Centre Management or Lean/Six Sigma is an advantage.
Master's degree in business administration (Added advantage).
5 years' work experience in a customer-facing role, with at least:
3 years' work experience in Customer Service (Contact centre environment)- (Required).
3 years' work experience in a supervisory or team lead role within a high-volume contact center environment (Essential).
3 years' work experience with voice and digital contact channels (phone, email, chat, social). (Essential).
3 years' work experience in banking or regulated services or large BPO operations industry (Essential).
Technical Skills
Good command of contact centre platforms (CRM, telephony, quality monitoring and reporting tools).
Strong analytical ability with comfort interpreting dashboards and performance metrics.