Drive customer contact centre functions to deliver sales and service propositions which align with Banks business and channel strategies to achieve customer satisfaction and financial objectives in an omni-channel, multi-brand environment.
1Determine whether the agents maintain a pre-determined and acceptable level of contact
handling through monitoring and test contact evaluation.
2Report contact handling performance and statistics through daily monitoring and test
contact evaluation & weekly reporting to respective manager
3 Monitor calls to ensure Bank standards are maintained.
4 Review evaluations, maintain files, and handle general administrative duties.
5 Prepare performance evaluations documenting contact-handling procedures.
6Works with the Operations Manager, Operations Supervisor, Business Communications
Specialist and HR, to provide floor support / coaching to meet deliverables i.e. quality,
customer satisfaction and performance objectives.
1Takes ownership of training/projects assigned, including coordination of supplies,
equipment and training materials. Takes a leadership role from conception to completion.
2Reviews and analyzes Banks training materials and recommends necessary changes to
provide increased effectiveness. Works with vendor to incorporate the changes.
Instrumental in testing systems, and continually updating training materials as new
products are added.
3Designs, administers, and analyzes training evaluations to assess effectiveness of
programs and makes adjusts as needed
4Provides training that prepares CSRs to meet their Quality Assurance Scores and
Customer Satisfaction Index ratings which in turn impacts customer retention and growth
5Consistently demonstrates ability to meet and exceed metrics in their personal
performance. For example: taking monthly calls and meeting quality’s expectations,
attending internal and client calibrations, etc.
6Ensures Bank’s policies and procedures are administered honestly, consistently, and with
7Assists Human Resources in delivering the new hire programs. Develops and delivers up-
training to meet the Business requirements
8 Coaches and counsels agents as necessary to ensure their success.
9erforms supervisor duties within the classroom, acting as the students’ supervisor while
in class. This would include maintaining performance and attendance records, making
recommendations for post class tutoring, rotations into OJT and up to and including recommendations for termination.
10This person may act as floor/operations supervisor for periods of time, depending on the
needs of the site. They would be fully accountable for the team’s performance including
coaching and counseling.
11 Other Duties as assigned.
1Aid agents with the call process (Through daily monitoring, handling problem calls, difficult
2 Ensure staffing needs and administer breaks in a timely manner / as per the schedule.
3 Ensure that all resources are available for agents to take calls.
4 Escalate issues w.r.t. technology and usage of tools.
5 Handle non-routine situations, like RTM, floor management etc whenever called upon.