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.