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Наиболее посещаемые рубрики
✅ Новые вакансии в банке, финансах и страховании
Горящие вакансии в банковской и финансовой сфере
Вакансии для руководителей в банке и финансах
Вакансии по городам в банке, финансах и страховании
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Швидкий пошук Розширений пошук резюме
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HEAD OF OUTBOUND CONTACT CENTRE
(вакансия закрыта)
переглянути інші вакансії Проминвестбанк
Київ
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Job Contribution
• Service delivery is the differentiator in financial markets .The function of the Contact Center Head is to ensure thet customer expectations are met and service levels are maintained at the highest possible level.
• Contributes to business by retaining customer through effective and timely service delivery, by rationalizing processes to increase efficiency and by promoting the quality culture within the organization
Aggressively build sales and revenue by ensuring that their teams cross sell and up sell to existing customers.
Competencies required for this job
Problem solving
• Set standards of performance and ensure team conformance
• Identify and resolve issues related to performance
• Encourage employees to develop and analytical approach to problem solving.
• Build a smooth escalation process to ensure the voice of the customer is heard.
• Establish realistic as well as challenging performance standards and turnaround times to ensure we proactively raise the bar
Problem incidence: capturing, reporting and root case analysis.
Interpersonal Skills
• Excellent verbal and written communication skills
• Prior experience in customer interaction a requisite
• Competent leadership skills to manage a team and to promote employee morale and strong people management skills
• Effective training and monitoring skills and ability to training in groups
• Self motivated
• Positive/extrovert/excellent interpersonal skills
• Good technological background with an analytical mind to study trends and new changes in the market place and be able to plan accordingly.
• Sales skills
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Qualifications/Other requirements
• 4 – 5 years of experience in similar role
• In-depth knowledge of products and processes in the retail banking industry
• Proficiency in back-end operational systems
• Post-graduate/graduate in a business discipline with relevant experience
• Prior banking experience
Key Accountabilities
1. To manage the performance of the unit, to manage the motivation and morale of team members and to provide opportunities for career development and growth.
2. To report department MIS to management regularly and to ensure performance indicators and standards are met.
3. To build effective processes and ensure smooth inter and intra department work flow.To work closely with other units to rectify process deficiencies.
4. To develop strong control processes and mechanisms to monitor performance.
5. To recommend and initiate process improvements and to work closely with different units to ensure completion.
6. Work with various units to track the process improvement and meet realistic deadlines.
7. To capacitize the unit in accordance with actual and estimated volumes and to fill capacity gaps timely.
8. To ensure the department is well-trained on products, processes and functions within the organization
9. Budget planning and projection and managing expenses within the budget.
10. Training needs analysis- preparation and implementation of the training plan of the unit.
11. Career planning and progressing of the employees.
12. To balance customer service and business strategy of the country for growth.
13. Liaisons with all units of the company; attend cross-functional meetings for streamlining processes to ensure customer satisfaction.
Sales Leveraging : Build and manage a robust sales process within Contact Center with an aim to turn the unit into a Profit Center
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