• To supervise the Team Leaders on the inbound floor and ensure effective management of Officers-Inbound.
• To ensure that service levels (SL) and other key performance indicators (KPIs) such as Average Talk Time (ATT), After Call Work (ACW), and Auxiliary time (AUX) are consistently met.
• To monitor call queues to ensure optimal call distribution and prevent delays, ensuring maximum calls are answered within the stipulated time frame.
• To ensure the inbound contact center is running smoothly and efficiently on a 24/7 basis, making operational adjustments as required to maintain high service standards.
• To use call performance metrics and reports to analyze team and individual performance, identifying areas of improvement and setting actionable goals.
• To ensure that MIS reports and performance scorecards are regularly reviewed, and key metrics are met or exceeded.
• To identify trends in performance data and propose strategies to improve efficiency, reduce operational issues, and boost customer satisfaction.
• To regularly review IVR system performance and propose changes to improve customer engagement and satisfaction.
• To identify risks that could impact smooth operations and implement mitigation strategies to overcome these challenges.
• To handle escalated customer queries and ensure timely resolution, working closely with the relevant internal teams to facilitate issue resolution.
• To continuously review and assess operational workflows to ensure maximum efficiency and customer satisfaction.
• To collaborate with other departments within the bank to ensure smooth operations and alignment on service delivery expectations.
• To ensure consistent and accurate information flow between departments and across the contact center teams, enabling seamless customer interactions.

Customer Experience and Satisfaction

• To focus on enhancing customer experience through continuous process improvements, training, and efficient team management.
• To identify customer pain points through feedback and implement changes to improve service delivery and customer satisfaction.
•  To work with the Complaint Management Unit (CMS) to ensure timely resolution of customer complaints and feedback.

Personal & People Management

• To foster an environment of teamwork and engagement within the inbound floor, focusing on achieving operational targets and developing employee potential.
• To lead, motivate, and provide guidance to the Team Leaders, fostering a positive and results-driven work environment.
• To provide regular coaching and mentoring to Team Leaders and Officers-Inbound to ensure a motivated and engaged workforce.
• To conduct regular performance evaluations for Team Leaders and ensure effective feedback and development plans for Officers-Inbound.
• To ensure that Team Leaders provide proper coaching, performance reviews, and feedback to Officers-Inbound.
• To develop and implement training and coaching plans to improve team and individual performance.
• To monitor the well-being of team members and intervene where necessary to manage any potential performance or behavioral issues.

Compliance and Quality Assurance

• To ensure that the Contact Center adheres to all Bank policies, SBP regulations, and internal processes.
•  To work with the Quality Assurance team to ensure regular quality calibration sessions for Team Leaders to ensure call handling meets the expected standards.
• To ensure that all processes are compliant with the Inbound Policy and Procedures Manual and are updated in accordance with regulatory changes and best practices.
•  To ensure that the business continuity plan for the inbound contact center is regularly updated and tested.