About the job
Your Role:
- Lead and manage the daily operations of the Virtual and Chat teams across various channels, including chat, email, and other digital platforms.
- Implement strategic objectives for the Contact Centre, focusing on training, coaching, resource allocation, and ensuring KPI & SLA compliance.
- Enhance team morale and engagement through activities such as team events and huddles.
- Guide the development and coaching of Team Leaders, Assistant Managers, and Agents, fostering operational excellence.
- Oversee initiatives and advancements within CRM, Chatbot, and virtual banking processes.
- Track performance indicators including chat efficiency, conversion rates, staffing utilization, and employee engagement.
- Forecast staffing needs based on historical call/chat trends to optimize resource allocation.
- Maintain high service quality by providing continuous coaching, monitoring, and adhering to customer experience standards.
- Participate in business projects aimed at enhancing systems and improving customer journey experiences.
- Benchmark service delivery against industry standards to enhance engagement and decrease customer effort.
- Analyze customer contact patterns to promote ongoing improvements in service delivery.
- Support strategic objectives, compliance, and transformation initiatives while ensuring alignment with operational policies and performance standards.

