Manager Contact Center Solutions-Digital Banking Group

Required Skill set:

• Leadership, motivation, team building, interpersonal, management and communication skills.
• Strong analytical, critical thinking, and multi-tasking abilities.
• Effective problem-solving and decision-making skills; ability to work well under pressure.
• Proficient in Microsoft Office suite.
• Knowledge of Call Center Solutions

Job Responsibilities:

• Ensure technical alignment with all contact center solutions and associated systems.
• Provide support to ITG to maintain continuity of banking services within the contact center.
• Log issues with vendors and manage follow-up until full resolution.
• Serve as the primary point of contact for vendors and internal ABL teams to evaluate new requirements and solutions (software/hardware), manage change requests, and oversee testing and deployment of patches and updates.
• Provide technical assistance to vendors and in-house teams for the development and integration of applications with existing contact center systems.
• Support business users by documenting business requirements and workflows.
• Deliver project management and coordination services for the implementation of new software products and system upgrades.
• Ensure uninterrupted banking services for end users by providing timely technical support for issue resolution.

Qualification: Preferably a Master’s degree in Computer Science, Business Administration, or Project Management. Certification in Project Management or Business Analysis will be a plus

Experience: Minimum 5 to 7 years' experience in Call Center or Digital Banking related field.

Location: Lahore