Senior Officer- Contact Centre Technology
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Job Description
To assist in managing daytoday operations of all direct banking channels activities and assist in design of new processes and features within the channels
Qualifications :
Specific Job Accountability
Draft business requirements and change requests
Design new processes and features within the channels
Track daily transactions performed over the channels and monitor fulfilment
Resolve customer complaints within TAT specified
Action nonfulfilled requirements or monitor for fulfilment as agreed with SLA and agreed service standards
Tackle technical of business teething problems/bugs during UAT or post implementation
Perform channel User Acceptance Test (UAT) prepare Business Requirement Document (BRD)
Review Functional Service Document (FSD) Technical Architecture
Design UAT scenarios and UAT test cases and what if situation arises and plan for change requests and plan for resolution closely with IT department for fulfilment
Enhance Customer Relationship Management (CRM) solution for the Bank Call Centre
To supervise Team on productivity standards Quality Assurance and meet Turnaround time.
To prepare Standard Operational Procedures (SOPs)
Prepare MIS meet performance standards and overall Teams achievements
To establish relationship with clients senior management and working closely across all departments
To proof GL accounts and reconcile Internal service provider accounts
To broadcast SMS and Emails for the Bank and take ownership in coordination with marketing department.
Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
Authorised to take decisions as per the approved authorisation matrix.
Additional Information :
Minimum Qualification
Minimum Bachelors degree commercial and technical qualifications and experience required for performing the full duties of the job.
Minimum Experience
Graduate with 2 years experience within customer service industry.
General Banking experience with sound operational understanding is mandatory.
Understanding of Contact Centre technology such as IVR and web and workflow management software.
Business experience on Call Centre IVR and CRM internet and mobile banking
Familiar with MS office advanced excel and good in number crunching and analysis.
Strong analytical skills and business logic
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
