Head of Contact Center and Customer Service Directorate
- Sana: 17.09.2024
- Toshkent Shahri
- To'liq bandlik
Kompaniyaning qaynoq pozitsiyalari
Barchasini ko'rishIsh haqida
- Strategic Leadership:
- Develop and implement customer service strategies that align with the bank’s goals and objectives.
- Lead the contact center team to ensure high levels of customer satisfaction and service quality.
- Continuously analyze customer service metrics to identify areas for improvement and implement action plans.
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- Team Management:
- Recruit, train, and manage a team of customer service representatives and contact center staff.
- Foster a positive and collaborative work environment to motivate team members.
- Conduct regular performance evaluations and provide coaching and feedback to improve team performance.
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- Customer Experience Management:
- Ensure that all customer interactions are handled professionally, efficiently, and in accordance with the bank’s service standards.
- Monitor customer feedback and complaints and develop solutions to address any service issues.
- Implement customer feedback mechanisms to gather insights and improve service delivery.
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- Operational Oversight:
- Oversee the day-to-day operations of the contact center, including scheduling, staffing, and workflow management.
- Implement and manage technologies and tools to enhance customer service efficiency and effectiveness.
- Develop and maintain standard operating procedures for customer service and contact center operations.
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- Outbound Calls and Cross-Selling:
- Develop and implement outbound call strategies to promote and cross-sell banking products and services.
- Work closely with the marketing and product development teams to identify cross-selling opportunities.
- Train the contact center team on cross-selling techniques and product knowledge to effectively promote the bank’s offerings.
- Monitor and analyze the performance of outbound call campaigns, adjusting strategies as needed to meet sales targets.
- Ensure outbound sales activities comply with all relevant regulations and internal policies.
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- Performance and Reporting:
- Track and report on key performance indicators (KPIs) related to customer service, such as call handling time, customer satisfaction scores, and issue resolution rates.
- Monitor sales performance metrics for outbound call campaigns, including conversion rates and revenue generated.
- Prepare regular reports for senior management on the performance of the contact center and customer service operations.
- Use data-driven insights to make informed decisions and recommendations.
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- Compliance and Quality Assurance:
- Ensure compliance with banking regulations, data protection laws, and internal policies in all customer interactions and outbound sales activities.
- Implement quality assurance programs to maintain high standards of service and accuracy.
- Conduct regular audits and reviews of customer service practices and processes.
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- Continuous Improvement:
- Stay up to date with industry trends and best practices in customer service, contact center management, and cross-selling.
- Lead initiatives to enhance customer service delivery and implement innovative solutions to improve customer experiences.
- Collaborate with other departments to ensure seamless customer service across all channels.
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- Bachelor’s degree in business administration, Management, or a related field. A Master’s degree is preferred.
- Excellent knowledge of English language (Advenced level)
- Minimum of 7-10 years of experience in customer service management, with at least 3-5 years in a leadership role within the banking or financial services industry.
- Proven track record of managing contact centers and customer service teams.
- Strong understanding of banking products, services, and regulations.
- Experience in sales, cross-selling, or marketing within a banking environment.
- Excellent leadership, communication, and interpersonal skills.
- Ability to analyze data and metrics to drive decision-making and performance improvement.
- Proficiency in using customer service software, CRM systems, and contact center technologies.
- Strong problem-solving and conflict-resolution skills.
- Leadership and team management
- Customer-focused approach
- Strategic thinking and planning
- Sales and cross-selling skills
- Data analysis and reporting
- Problem-solving and decision-making
- Communication and interpersonal skills
- Adaptability and resilience
- Quality assurance and compliance
- This role is based in the bank’s headquarters with occasional travel to other branches and locations as needed.
- Standard office hours, with flexibility to work additional hours as required to meet business needs.
Raqobat tahlili
Shaxsiy reyting
Umumiy ko'rilganlar soni: 333 ta
- Imkoniyat kam
- Yaxshi
- Ajoyib
- A'lo
Xavfsizlik bo'yicha maslahatlar
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