Head of Contact Centre (Mashreq Digital Bank of Pakistan)

Job Purpose

The Head of Contact Center will lead, manage, and optimize the operations of the bank's contact center, which includes both voice and chat support channels. The role will be responsible for ensuring exceptional customer experience, driving operational efficiency, and achieving service level targets. This position involves strategic planning, leadership, and direct management to design and execute initiatives aimed at improving customer satisfaction and supporting business growth. The role includes implementing a digital-first approach to ensure customers have effective experiences on digital self-service channels.

Key result Areas

1. Develop and implement the contact center’s strategic roadmap to enhance customer service quality and operational efficiency.
2. Focus on improving the digital adoption of customer service channels and oversee overall satisfaction with experiences provided by live agents and digital platforms.
3. Design and own digital self-service journeys like IVR, Chatbot and other digital customer service channels.
4. Manage daily, weekly and monthly reporting for contact center and all digital channels.
5. Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
6. Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
7. Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction.
8. 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.

Knowledge, Skills and Experience

1. Bachelor's degree in Business, Management, or a related field; Master's degree is a plus
2. Fluent with excel and power point.
3. Minimum of 8-10 years of experience in contact center management in a banking or financial services environment.
4. Strong knowledge of contact center technologies, AI-Bots including CRM, telephony, and chat systems coupled with regulatory requirements.
5. Demonstrated leadership skills with experience in managing large teams.
6. Strong analytical skills and experience with performance metrics, reporting, and data analysis.
7. Excellent communication and interpersonal skills, with a customer-centric mindset.
8. Ability to work under pressure and adapt to changing business needs.
9. Understanding of regulatory requirements related to banking customer service in Pakistan.
10. Experience in digital customer support (e.g., chat, social media) is highly desirable.
11. Strong understanding of the banking industry in Pakistan and customer behavior.
12. Proficiency in both English and Urdu; knowledge of other regional languages is an advantage