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

Leadership & Strategy

• o Develop and implement the contact center’s strategic roadmap to enhance customer service quality and operational efficiency.
• o Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
• o Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
• o Develop key performance indicators (KPIs) and service level agreements (SLAs) to monitor team performance and customer satisfaction.
• o 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.

• Operational Management:

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

• Customer Experience Enhancement:

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

• Technology & Innovation:

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

• Reporting & Analysis:

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

• Team Development:

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