Manager – Call Centre |
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A Leading Bank in Oman
Ref: KP068-03
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The RoleThe Role1. Deliverables/milestones: • Upgrade IVR system • Upgrade call center functionality and service model • Improve quality of call center staff • Set sales targets for the outbound call center • Size and setup the outbound call center • Fully develop outbound call center with trained staff 2. Main duties: A. Call Centre-Inbound: • Interview customers to determine customer needs • List all services should be offered by call centre including which ones can be automated • Research best practice inbound call center service offering from other (GCC, international) banks • Identify gaps between the current Bank and best practice • Develop plan on what the Bank should have and in what detail (per segment, separate number per segment, attitudes of call centre staff, managers, IT, IVR system) • Re-design call centre to incorporate learning from customer interviews and best practice banks • Identify IT requirements for redesign • Install IT requirements for automatic processes including tracking mechanism to determine overall usage and effective of inbound call centre • Develop staffing capabilities and train staff on new call centre usage • Beta launch inbound call centre and test with customer focus group • Make any changes from focus group results • Rollout new inbound call centre for each customer segment B. Call Centre-Outbound: • Define which products, services the outbound call center will focus on and to which segments it will sell these products and services to • Determine the sales targets for the outbound call center • Calculated what targets are achievable per FTE • Size the call center and define how it will be manned (in combination with inbound or separate) • Determine the capability needs of the call center • Discuss needs with HR to develop the required training and development program to train the call center staff |
RequirementsRequirements• Bachelor degree • Minimum of 7 years of experience in the field • Excellent communication skills • Excellent coaching and developing employees. • Experience in a sales management role • Motivating call centre agents to achieve high performance • Manage and direct all aspects of incoming call center operations. • Implements and reviews call center policies and procedures. • Develops and monitors quotas for service volume and timeliness • Responsible for the overall performance and budget of the centre. |
About the CompanyAbout the CompanyA leading bank in Oman. |
This Position is closed or expired
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