Call Center Manager (Up to SEO)

Direct and supervise overall call center operations, covering inbound and outbound calls as well as digital customer service channels.

Formulate and implement call center strategies, operational policies, SOPs, and service quality benchmarks in alignment with organizational goals.

Maintain excellent customer satisfaction through efficient complaint resolution, service recovery initiatives, and continuous operational improvements.

Track, evaluate, and analyze key performance indicators (KPIs), including service levels, call quality, agent productivity, turnaround time, and customer satisfaction.

Ensure strict adherence to organizational policies, regulatory requirements, data protection standards, and information security protocols.

Collaborate with relevant departments, including Cards, ADC, Retail Banking, Operations, ICT, Compliance, and Risk, to ensure integrated and efficient service delivery.

Oversee call center technology and systems, including IVR, CRM platforms, and workforce management tools, in coordination with ICT teams and external vendors.

Lead workforce and talent management functions, including recruitment, employee training, performance evaluation, motivation, and succession planning.

Develop, analyze, and present MIS reports, operational performance reviews, and improvement strategies to senior management.

Optimize operational costs and resource utilization while maintaining service excellence and supporting business expansion initiatives.