Key Responsibilities

Operational Leadership & Delivery

• Monitor daily queue performance inbound/outbound/chats/emails to ensure achievement of service levels, TAT, ASA, abandon rates and other KPIs.
• Identify performance variances early and implement corrective actions in real time.
• Forecast demand and optimize staffing with WFM support to maintain SLA adherence.
• Handle and escalate complex customer issues and complaints that require second-line intervention. 

Team Leadership & Performance Management

• Lead, coach and develop a team of contact centre advisors to meet performance and quality expectations.
• Conduct daily huddles, 1-2-1 feedback reviews, side-by-side coaching, quality calibration and performance improvement plans.
• Support agent engagement activities, recognition programmes, and morale-boosting initiatives aligned to organisational culture. 

Quality & Compliance Oversight

• Monitor quality assurance scores and compliance with scripts, regulations, and bank/BPO policies.
• Drive continuous improvement actions based on interaction audits and customer feedback.
• Ensure adherence to data privacy, risk and security protocols, and internal control standards. 

Stakeholder Collaboration

• Work with business units Retail, Digital, Cards, Loans, IT, Risk to resolve persistent customer pain points and refine process handoffs.
• Serve as a conduit between frontline and senior leadership on emerging issues, trends, and operational risks. 

Reporting & Insights

• Prepare and present MI reports on performance trends, coaching outcomes, escalations, and operational risks.
• Suggest data-driven improvement opportunities to drive CSAT, NPS, FCR and employee performance. 

Required Qualifications & Experience

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Business, Commerce, Social Sciences or related field. Required. 
• Professional qualification/certification in Customer Service, Contact Centre Management or Lean/Six Sigma is an advantage. 
• Master’s degree in business administration Added advantage.
• 5 years’ work experience in a customer-facing role, with at least:
• 3 years’ work experience in Customer Service Contact centre environment- Required.
• 3 years’ work experience in a supervisory or team lead role within a high-volume contact center environment Essential. 
• 3 years’ work experience with voice and digital contact channels phone, email, chat, social. Essential.
• 3 years’ work experience in banking or regulated services or large BPO operations industry Essential.

Technical Skills

• Good command of contact centre platforms CRM, telephony, quality monitoring and reporting tools.
• Strong analytical ability with comfort interpreting dashboards and performance metrics.