Officer ACC Supervisors (Allied Contact Center)

Eligibility Criteria

Qualification:

Preferably Bachelor’s Degree from a recognized university.

Required Skill set:

• Leadership, interpersonal skills.
• Team management and motivation.
• Analytical and multi-tasking skills.
• Ability to work under pressure and decision-making skills.
• In-depth knowledge of Call Center Operations matrixes, Application / System and Reports.
• Strong people management and conflict resolution skills.
• Creative Thinking and good Presentation Skills.
• Adaptability, Flexibility & Cultural Awareness.
• Strong grip on Microsoft Office.
• Excellent written and verbal communication skill.

Job Responsibilities:

• Lead and motivate a team of Phone Banking Officers to meet and exceed customer satisfactions.
• Improve the performance of agents based on monitoring / evaluation feedback received from QA & TE.
• Conduct sample evaluation of his / her team and arrange session on the bases of call evaluation result.
• Achieve targets set by the management.
• Set performance targets and objectives for team members, and periodically assess their performance through one-on-one session / team meeting.
• Conduct team huddles and share the outcome and improvement strategy with line manager.
• Analyze key performance indicators (KPIs) and provide guidance based on data analysis to improve team efficiency and effectiveness.
• Guide the agents and ensure the agents serve the customers while ensuring compliance with banking policies and procedures, as well as quality standards.
• Handle and follow up escalated customer inquiries and complaints with professionalism and timely resolution.
• Promote a customer-centric culture within the team, emphasizing the importance of customer satisfaction through team sessions.
• Maintain healthy floor decorum and ensure the compliance of banking policies and guidelines.
• Work closely with other departments to ensure a seamless customer experience and to address any issues that may arise.
• Ensure to maintain Service Level, resource management and schedule adherence.
• Oversee day-to-day floor operations, ensuring effective breaks management of during shifts to maintain service level.
• Manage and perform any other task(s) assigned by the management.

Location: Lahore, Karachi, Islamabad

Experience: Preferably 1 year and above experience in relevant field.