Job Description
The role is responsible for supervising contact center agents, ensuring that all customer queries and concerns are addressed in accordance with established procedures while maintaining high standards of efficiency and quality in customer service. He/she supports the organization's customer service operations by resolving customer issues, handling complaints, and developing programs and procedures that drive improved productivity, performance, and overall customer satisfaction.
Responsibilities
Preferred Qualifications
The role is responsible for supervising contact center agents, ensuring that all customer queries and concerns are addressed in accordance with established procedures while maintaining high standards of efficiency and quality in customer service. He/she supports the organization's customer service operations by resolving customer issues, handling complaints, and developing programs and procedures that drive improved productivity, performance, and overall customer satisfaction.
Responsibilities
- Ensure a proactive customer service commitment environment in the contact center and be accountable for customer service initiatives. Contribute actively to a culture of innovation, leading to a market leadership position in all bank customer’s segment
- Supervise performance of agents in their delivery of customer service to ensure that all work within a specific area of the contact center activity (phone call, email, social media channels and live chat) is carried out in an efficient and procedurally compliant manner
- Monitor customer service parameters (call hold, call waiting, social media engagement, chat reports, after call work) on a regular basis and work with the team to ensure they abide by service standards and achieve highest levels of customer satisfaction
- Monitor daily and weekly customer service patterns to ascertain areas for improvement. Monitor and track all customer complaints/issues and effectively manage customer expectations. Engage in the resolution of common recurring customer problems, referring to other internal stakeholders if deemed necessary, so that customer service levels are continually improved
- Supervise all transactions processed by agents and ensure compliance with the approved policies/ procedures and the applicable regulatory guidelines.
- Authorize transactions and applications submitted by agents, as per the authority matrix
- Provide agents assistance to deal with peak customer workloads (to ensure that customer service is maintained as per the SLA). Act as the primary escalation point for customer/prospect interactions that fall outside of agent accountabilities/ capacity
- Internally audit teams and their adherence to product information, customer service guidelines and inter-departmental coordination. Review internal audit findings with the supervisor and take appropriate measures to make corrections and avoid repetition of the infraction or violation
- Provide daily and weekly call related statistics to the supervisor for review and bridging inconsistencies
- Perform any other duties assigned to by line manager related to the nature of the work
-
Ensure adherence to all procedures and guidelines of customer service level agreements as per departmental policy. Ensure service levels abide by the overall service quality standards set for business lines served by the contact center
Preferred Qualifications
-
Bachelor’s degree in Business Administration, Project Management, Public Relations, Psychology, or any related field.
- Recommended 1 to 3 years of equivalent experience where required competencies and experience has been demonstrated in Banking Customer Support / Care
-
Demonstrated expertise and experience with complex technical activities
- Quality Assurance
- Customer Experience Management
- Ethical Culture
-
People Performance Management
- Decision Making
- Communication
- Problem Solving
- Service Orientation