Job Purpose: - To lead the contact centre agents within the ila Bank Customer Services Contact Centre to ensure that exceptional levels of customer experience and satisfaction are delivered, driving both individual and team performance to achieve this outcome. In addition to supporting t the wider teams in ila Bank to deliver business targets and objectives whilst creating a performance orientated culture. Develop and maintain excellent working relationships with the required areas within ila Bank and AFS to ensure the expected levels of Customer Experience, quality and SLAs are met and exceeded. Work with the Customer services team to deliver a closed loop continuous improvement approach to servicing ila Customers & striving to be constantly better. Principal Responsibilities: - Customer Service StandardsResponsible for the ila Bank Customer Service Contact Centre (CSCC) delivery to the agreed levels of Customer Experience for any given shift
Operational managementManagement of the Customer Service Contact Centre (CSCC) for each shift e.g. service levels, client satisfaction, issue resolution and resource management Assuring all customer requests are being fulfilled and monitored 24/7 within the agreed upon SLA`s Assuring inbound, outbound, and back office teams are delivering the required tasks/KPI`s as per ila quality standards in timely manner. Closely working with the quality assurance specialist on continues enhancing the team standards and assuring all unit members are sharing the same knowledge and speaking the same language Liaise with other key departments in relation to the CSCC e.g. marketing, Operations, IT etc to ensure that the CSC is considered in all future key operational programmes. Escalation to the Customer Services Manager critical issues impacting Customer Experience & Service Availability in a timely manner Support risk, compliance and fraud teams to ensure ila Customers and Ila Bank are protected Monitor staff workloads and supports prioritisation and allocation Manages shift activities including determining specific staff work assignments Adequate task allocation between team members at given shift, in alignment with senior management goals/KPI`s. Ensure staff are kept up to date of key changes/issues at the start of and during each shift Performance ManagementManage and report on all goals and targets with the CSCC team. Develop and encourage the use of trouble-shooting activity on any areas of overall low performance Report and monitor key CSCC KPIs Report and monitor interdepartmental SLAs Support the CSCC team to use performance management tools to full advantage in the CSCC incorporating timely feedback on all issues affecting performance Assess service statistics and prepare detailed reports on findings. Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs Manage and plan the entire unit members leave plans, overtime….etc, in alignment with the senior management plans and to update the HR accordingly. People DevelopmentCoaching Work closely with the team whilst motivating and coaching them Hosting 1-2-1’s and team meetings Ensure training and development plans are maintained for all team members Forward Planning & DevelopmentDirect the daily planning/delivery for the CSCC by providing leadership skills to assist the team in their decision making Direct and co-ordinate the process of continuous improvement within each shift within the CSCC. Review impact of digital first strategy within the CSCC and plan accordingly Monitor & track customer satisfaction through all channels Support the CSM to create effective customer service procedures, policies, and standards. Work with other departments in Ila to develop enhancements to services to support digital first and customer excellence delivery pillars Keeping up to date with business development and new product lines Work with the management team to identify and deliver positive change and business efficiencies. Other duties as required. Analysis and reporting Monitor and track trends and incidents related traffic through multiple channels. Calculating and monitoring incentive schemes for the unit Project management & monitoring to enhance operational excellence at the contact centre Daily, monthly, yearly reporting on channel performance, agent performance, customer experience with recommendations to enhance the operational flow. Quality assessment and management Reviewing, updating and documentation of unit processes and procedures.
Knowledge: -
Excellent leadership and interpersonal skills.
Call/Contact Centre Supervision / Management.
Strong communication and negotiation skills.
Excellent listening skills.
Problem-solving skills.
Motivational skills and an ability to supervise and lead a team of customer service advisors.
Creative thinking, to be able to come up with new ideas to improve customer service standards.
Organisational and planning skills to develop customer service policies.
Good personal presentation.
Analytical Thinking.
Outstanding written and verbal communication skills.
Tech-Savvy, Gadgeteer & active interest in digital technology.
Strong coaching and people-development skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Education / Certifications: -
BS in Banking/Finance or equivalent (Desired not mandatory).
