Position: Head of Contact Center | Location: Dubai
Responsibilities:
-The Head of Contact Center is to increase the profile of the telephone channel in the minds of customers and to ensure cost effective and user-friendly development of services and functions in line with the banks overall customer service strategies.
The Contact Center includes:
-Inbound Contact Center service
-Inbound campaign management
-Outbound (excluding specialist areas such as Collections)
-Internet Banking support
-Secure & non-secure e-mail
- Third Party services - this is a maintenance activity currently as the strategy currently is to focus on internal services
-The Contact Centre is already equipped to provide sophisticated inbound Contact Centre services plus marketing and outbound capacity but as part of an ongoing investment in bank are completely replacing the IT architecture to provide enhanced performance going forward
-Migration of transactions to both IVR and other automated 'self service' channels is a priority with agent services to focus on sales and other 'value add' services.
-The jobholder must work closely with the Head of Channels and also the Heads of branches to drive migration of transactions via automated channels. In addition the jobholder must retain an up-to-date overview of telephony and electronic services developments in order to seek new alternatives for customer service in what is a fast changing environment.
Experience & Skills:
-Should have strong experience in heading a Contact center of a reputed bank.
-Jobholder should be IT inclined and should keep himself abreast of latest developments especially in the field of Communications and data transmission.
-To be knowledgeable on developments in CRM strategies in a retail environment. To maintain awareness via attendance of relevant Group and external forums
-Executive experience for at least 10-15 years in Contact Centre and remote channel development including Line Management roles plus exposure to development or project roles.
Interested may send your profiles with current CTC details to: preambojan@gmail.com
