The role is responsible for the development and management of the Call Centre Service. The role will manage the quality of Call Centre service delivery via achievement against agreed performance metrice, enhance Contact Centre cross sell performance via sales referrals, identify initiatives/opportunities to deliver the service KRA of the Contact Centre, manage Contact Centre service agents team to provide service for Credit Card & Debit card, and provide training/coaching to team leaders to ensure delivering the expected quality and service.
- Proven experience in a contact centre
- Experience in Retail Banking and Operational
- Excellent interpersonal, negotiation, communication, consultancy and presentation skills
- Strong coaching, communication and communication skills
- Exceptional stakeholder management skills
- Proven team leading experience