Head of Contact Center, VP

The Head of Contact Center is responsible for the overall management of business and consumer support through oversight of daily operations, procedure management, and detailed reporting on productivity, work quality and customer satisfaction.

In addition to Contact Center operations, this role will focus on the development and execution of the Contact Center strategic plan and ensure alignment with the Bank’s overall short- and long-term objectives. This role involves team leadership, performance management, and continuous improvement of Contact Center processes technologies.

ESSENTIAL FUNCTIONS

• Responsible for Contact Center strategic planning (including development of CRM plan).
• Develops and implements telephone system workflow plan.
• Defines reporting and metric requirements; oversees the reporting process.
• Develops and maintains service level agreements between different departments.
• Defines the productivity, quality, and procedure requirements.
• Responsible for the oversight of Contact Center staff (in-house and outsource), service delivery, planning, and forecasting.
• Strives to exceed all KPIs and within budget considering staffing requirements.
• Establish clear performance expectations, conduct regular performance reviews, and provide ongoing training and development opportunities.
• Works closely with HR, L&D and Training delivery teams. Takes responsibility for the ongoing coaching, mentoring and development of all levels of contact center staff. Responsible for resource planning and hiring.
• Responsible to define all procedures needed, including the requirements for online account opening, online banking, and other products and services.
• Design and execute plans to enhance customer experience, service quality and operational efficiencies.
• Is committed to delivering a great customer contact experience through a variety of channels including phone, email, chat, social, correspondence.
• Develops plans and offers insight and knowledge to the organization on the use of new tools and technologies; Telephone, CRM to create a cost-effective operation consistently achieving contact handling SLAs.
• Ensure the contact center complies with all relevant laws, regulations, and internal policies.
• Proactively identify and mitigate risks associated with contact center operations.

JOB QUALIFICATIONS

• 10+ years in a contact center environment with a minimum of five years in a leadership role in either the banking and/or financial services industries.
• Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change.
• Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.