Job Description
Business Function
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Job Purpose
• To provide day to day operations management of the contact center ensuring smooth running of department to meet the needs of business and individuals.
• To serve as the first level escalation point for customers requesting to speak to senior staff
• To monitor calls/chat/ emails of CSO and provide appropriate feedback
• To serve as the training contact point and conduct internal product & process training and service skills training
• Follow risk and compliance procedures
• Responsible for the MIS - to provide the stats/reports requested by management/operations/BU for the regional call centre
• Responsible for the Knowledge Management - to facilitate and help maintain Knowledge Management website for India Call Centre
• Ability to handle teams across locations (Remote)
Key Accountability & Responsibility
• Operations Management
• To track real time service metrics performance of the call center
• To assist CSO with queries on floor and handle customer escalations
• To provide daily product and process related updates to the operations team
• To track attendance / schedule adherence of CSOs
• Provide feedback on performance and guide them on performance improvement
• Maintain good rapport with internal and external stakeholders
Quality & Training
• Monitor / Evaluate - Live or recorded calls/chats
• Conduct quality assessment and refresher trainings
• Identify training needs for CSO
• Collate and prepare quality monitoring reports
• Be part of calibration session
• Provide adequate coaching and feedback to CSO's
• Frequently revisit and review process and update training and risk team
• To serve as single point contact for knowledge management updates.
Knowledge Management
• To continually review customer enquiries, collect accurate information and submission to KM team to internal portal.
• To ensure updated and accurate information in Knowledge Management portal
• Act as a central contact with relevant Bus/SUs to obtain required information.
Workforce Management
• To coordinate with WFM, also act as back up to monitor Service levels, staffing, reports, analyse volume trend based on demand / top drivers
• To circulate call centre performance metrics MI
• To assist in volume forecast and schedule.
Employee Management
• To know the pulse of each team member - Strength and area of improvements
• Be approachable and engage well with the team
• Encourage team members and drive them to achieve team and unit goals
• Guide them to enhance their skills
• To create and maintain joyful working environment at all times
Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Job Purpose
• To provide day to day operations management of the contact center ensuring smooth running of department to meet the needs of business and individuals.
• To serve as the first level escalation point for customers requesting to speak to senior staff
• To monitor calls/chat/ emails of CSO and provide appropriate feedback
• To serve as the training contact point and conduct internal product & process training and service skills training
• Follow risk and compliance procedures
• Responsible for the MIS - to provide the stats/reports requested by management/operations/BU for the regional call centre
• Responsible for the Knowledge Management - to facilitate and help maintain Knowledge Management website for India Call Centre
• Ability to handle teams across locations (Remote)
Key Accountability & Responsibility
• Operations Management
• To track real time service metrics performance of the call center
• To assist CSO with queries on floor and handle customer escalations
• To provide daily product and process related updates to the operations team
• To track attendance / schedule adherence of CSOs
• Provide feedback on performance and guide them on performance improvement
• Maintain good rapport with internal and external stakeholders
Quality & Training
• Monitor / Evaluate - Live or recorded calls/chats
• Conduct quality assessment and refresher trainings
• Identify training needs for CSO
• Collate and prepare quality monitoring reports
• Be part of calibration session
• Provide adequate coaching and feedback to CSO's
• Frequently revisit and review process and update training and risk team
• To serve as single point contact for knowledge management updates.
Knowledge Management
• To continually review customer enquiries, collect accurate information and submission to KM team to internal portal.
• To ensure updated and accurate information in Knowledge Management portal
• Act as a central contact with relevant Bus/SUs to obtain required information.
Workforce Management
• To coordinate with WFM, also act as back up to monitor Service levels, staffing, reports, analyse volume trend based on demand / top drivers
• To circulate call centre performance metrics MI
• To assist in volume forecast and schedule.
Employee Management
• To know the pulse of each team member - Strength and area of improvements
• Be approachable and engage well with the team
• Encourage team members and drive them to achieve team and unit goals
• Guide them to enhance their skills
• To create and maintain joyful working environment at all times
💡 Quick Summary
Seeking a career-building opportunity? The Senior Officer| Specialist| Contact Centre| Consumer position is now open for candidates interested in the Bank Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
