Roles and Responsibilities

- Manage a team of Team leads and Contact center agents
- Responsible for management of day to day operations of contact center
- Liaising with Lower management and Higher management
- Ensures Good relationship is maintained with clients
- Conducting management reviews for performance, trends, challenges and key forwards
- Responsible for maintaining data stratification and management strategies and identify Vital few to get low hanging fruits
- Responsible to design develop or assist in designing Effective campaign/ process management strategies in order to exceed expectations of Internal/ external stakeholders
- Provide regular reports to the senior management on daily/ weekly/ monthly operational performance, include trends, issues and Corrective- preventive actions
- Ensures people engagement in processes including agent, management and other stakeholders
- Ensure robust risk and compliance practices is maintained of company policies and QMS
- Work with CFT (Cross-functional team) to identify process/system improvement opportunities and develop corrective and preventive actions
- Responsible for achieving minimum of SLA targets for all the contact center performance.
- Work closely with Training/ Quality team to conduct Operational excellence, best practices
- Well versed with data analysis and interpretation




- Well versed with common causes and special causes to variation in performance
- Conducting one on one and daily weekly meeting with Team members/ Team leaders to set the expectations
- Responsible for achievement of SLA targets of operational KRA

Preferred candidate profile

Applicants should possess the following attributes:

Work Experience

- Min 5 year of experience working in contact center Manager - Operations in Banking domain preferred

Technical Skills

- Team management skills
- Familiar with project management skills
- Operational excellence Skills including Lean, Kaizan and other Process improvement & Problem solving skills
- MS office skills (Excel, PowerPoint, etc.)
- Presentation skills
- Data analysis and interpretation skills

Behavioral Skills

- Excellent verbal, written Communication skills
- Familiar with Human and Team Management skills
- Eye for Detail - Ability to identify potential failure modes as far as competence is concern
- Analytical and Problem solving ability
- Positive interpersonal skills
- Process and System, Result oriented
- Value – integrity, Respect, customer centricity

Adoptability to a fast – paced changing environment

Certification: DRA certification from IIBF is mandatory

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