Key Responsibilities
- Managing staff of the Operation Team which includes improving their performance, managing leave, improving skills and personal growth.
- Assisting agents to handle customer inquiries, requests and complaints successfully
- Timely reporting of accurate statistics and insights related to Contact Centre operations, to relevant business lines for critical decision making and further action.
- Coordinating with relevant business units on required changes related to Contact Centre operations and successfully implementing processes for action.
- Maintain processes, records and logs relevant for future auditing related to Contact Centre operations.
- Responsible for the overall management, development and continuation of the Contact Centre operations team to achieve set revenue targets.
- Managing staff stress, grievances and improve staff engagement.
- Floor management, escalation of identified issues and follow-up till resolution.
- Coordinating with other functions of the Bank to review processes and procedures involved.
Knowledge, Skills and Abilities
- Communication skills, excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.
- Fluency in English and Sinhala, Tamil is an added advantage.
- Strong problem-solving skills and the ability to think critically to address customer concerns and find effective solutions.
- Demonstrate commitment to delivering exceptional customer service and a passion for customer satisfaction.
- Ability to analyze data and customer feedback to identify trends and opportunities for improvement, including proficiency in Root Cause Analysis techniques.
- Proven ability to work collaboratively with cross-functional teams to achieve common goals.
Core Competencies
- Excellent interpersonal skills
- Ability to manage a team and drive performance
- Ability to acquire and drive sales to achieve set targets
- Good presentation and data analytics skills
- Should be proactive, independent and self-motivated
- Ability to meet deadlines and work under pressure
- Maintain processes, records and logs relevant for future auditing
Experience and Qualifications
- Minimum of five 'Credit' passes including Mathematics and English for G.C.E. Ordinary Level.
- Minimum of three 'Simple' passes for G.C.E. Advanced Level.
- Any partially/fully completed Professional qualification or Degree.
- Experience of minimum 5 years in a contact center environment and a minimum of 2 years in a supervisory role.
- Familiarity with call center technologies and customer relationship management.
- Previous experience in implementing process improvements and driving positive change is a plus.
- Ability to remain calm under pressure and handle challenging customer interactions professionally.