Head of Contact Center- CXCG (Mashreq Bank of Pakistan)

Mashreq Bank PSC · Pakistan

FULL TIME

Job Description

Develop and implement the contact center’s strategic roadmap to enhance customer service quality and operational efficiency.
Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction.
Work with cross-functional teams to use the voice of the customer coming at the contact center to improve channel experience, adoption, and overall product customer journeys.

Manage workforce planning, including forecasting call volumes, chat interactions, staffing requirements, and shift scheduling to ensure optimal resource allocation.
Implement best practices for contact center operations, including call routing, handling protocols, chat responses, and quality assurance procedures.
Ensure compliance with all regulatory and compliance requirements in customer interactions and data handling.

Drive continuous improvement initiatives to enhance the quality of customer interactions, reducing turnaround times, and increasing first-contact resolution rates.
Consistently improve journeys on digital self-service channels.
Implement customer feedback mechanisms and analyze customer interactions to identify pain points and areas for improvement.
Collaborate with other departments (e.g., IT, Marketing, Product, Compliance) to ensure a cohesive customer experience across all touchpoints.

Collaborate with IT to ensure the contact center systems (e.g., CRM, telephony, chat platforms) are updated and integrated for seamless operations.
Identify and recommend new technologies and tools (e.g., AI chatbots, predictive analytics) to enhance efficiency and customer service capabilities.

Monitor and analyze contact center performance, producing regular reports on key metrics, trends, and areas for improvement.
Develop action plans based on data-driven insights to address operational gaps and enhance customer service delivery.

Lead the recruitment, training, and development of contact center staff to ensure a high-performing, customer-focused team7.
Implement regular training programs to keep agents updated on product knowledge, communication skills, and compliance requirements8.

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