Head of Contact Center- CXCG (Mashreq Bank of Pakistan)

Job description

Leadership & Strategy

• Develop and implement the contact center’s strategic roadmap to enhance customer service quality and operational efficiency.
• Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
• Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
• Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction.
• Work with cross-functional teams to use the voice of the customer coming at the contact center to improve channel experience, adoption, and overall product customer journeys.

Operational Management

• Manage workforce planning, including forecasting call volumes, chat interactions, staffing requirements, and shift scheduling to ensure optimal resource allocation.
• Implement best practices for contact center operations, including call routing, handling protocols, chat responses, and quality assurance procedures.
• Ensure compliance with all regulatory and compliance requirements in customer interactions and data handling.

Customer Experience Enhancement

• Drive continuous improvement initiatives to enhance the quality of customer interactions, reducing turnaround times, and increasing first-contact resolution rates.
• Consistently improve journeys on digital self-service channels.
• Implement customer feedback mechanisms and analyze customer interactions to identify pain points and areas for improvement.
• Collaborate with other departments (e.g., IT, Marketing, Product, Compliance) to ensure a cohesive customer experience across all touchpoints.

Technology & Innovation

• Collaborate with IT to ensure the contact center systems (e.g., CRM, telephony, chat platforms) are updated and integrated for seamless operations.
• Identify and recommend new technologies and tools (e.g., AI chatbots, predictive analytics) to enhance efficiency and customer service capabilities.

Reporting & Analysis

• Monitor and analyze contact center performance, producing regular reports on key metrics, trends, and areas for improvement.
• Develop action plans based on data-driven insights to address operational gaps and enhance customer service delivery.

Team Development

• Lead the recruitment, training, and development of contact center staff to ensure a high-performing, customer-focused team7.
• Implement regular training programs to keep agents updated on product knowledge, communication skills, and compliance requirements8.