Description
ROLE PURPOSE:
To manage the real time day-to-day quality operations of the call center ensuring optimum efficiency highlighting any potential risk that is and may affect the Service Levels provide support on enquiries from the floor and resolving the queries.
Key Accountabilities of the role ;
Operations:
Monitor agent and support team interaction with customer within the contact center Calls Email & Chat across all campaign and channels ensuring compliance to the rules and regulations set by the bank and adherence to the quality guidelines.
Highlighting to Line Managers Leaders any potential risk related to quality from the results of the monitoring
When required Officer is to login and answer calls.
Human Resource/People :
Ensure that agents are treated fairly.
Handle potential people related issues professionally and highlighting any people related issues to the next level.
Continuous engagement with the agents
Providing support and guidance agents when required
Lead by example
Adherence to Adherence to assigned shift schedules
Quality of Work:
Strict adherence to call motoring guidelines
High quality of coaching with improved results
Work closely with Training on any improvement initiatives
Continuous Improvement :
Highlighting any process improvement opportunities from the calls being monitored
Compliance of policies & procedures:
Comply and perform Key operational controls relating to the end-to-end call monitoring process as outlined in ADIBs Call Center Operational polices & procedures.
Any other ad-hoc projects/task assigned by the Contact Center Management.
RESULTS EXPECTED:
Consistent achievement of Contact Center quality related SLAs. (CSAT Mystery Shopper Call Monitoring)
Archiving 90% a score in Mystery Shopper Survey
Reduced errors as a result of effective coaching
Specialist Skills / Technical Knowledge Required for this role:
Oral and written skills
interpersonal skills
to influence decisions
and accurate
knowledge of Banking Procedures and Processes
for Service
listening and analytical skills
of MS Office Application will be an added advantage
Previous experience:
least 2 years of experience in a similar role would be an added advantage
experience as a Call Center Agent would be an advantage
with Quality measurement metrics associated with the Call Center
Required Experience:
IC
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