Head of Telebanking

3 weeks ago

Muscat, Muscat, Oman National Bank of Oman Full time

Job Purpose:

To develop a sustainable strategy for the long-term functioning of the Call Centre and oversee the daily running and management of the center through the effective use of resources. Set customer service targets and plan areas of improvement or development. Ensure that service levels are met, and calls are answered by staff within agreed time scales and in an appropriate manner.

Key Tasks and Duties:

  • Manage the activities of assigned personnel and perform Managerial duties and exercises financial authority at the level established by management.
  • Develops a long-term strategy which is sustainable for the Call Center to ensure service delivery is commencement with the developments in the Bank.
  • Set and meet performance targets for speed, efficiency, sales and quality.
  • managing the daily running of the call center.
  • Liaise with team leaders, phone bankers and third parties to gather information and resolve issues.
  • Maintain up-to-date knowledge of industry developments and involvement in networks.
  • Monitor random calls to improve quality, minimise errors and track operative performance.
  • Coordinate staff recruitment, including writing vacancy advertisements and liaise with HR staff.
  • Review the performance of staff, identifying training needs and planning training sessions.
  • Record statistics, user rates and the performance levels of the center and preparing reports.
  • Handle the most complex customer complaints or enquiries.
  • Organize staffing, including shift patterns and the number of staff required to meet demand.
  • Coach, motivate and retain staff.
  • Forecast and analyse data against budget figures on a weekly and/or monthly basis. Job Description Page 2 of 3
  • Improve performance by raising efficiency and sourcing new equipment.

Qualifications:

Graduate with a degree in Communications/Customer Service or a similar qualification is required.

Experience:

At least 8-10 years' experience in customer services and sales in a banking environment with call center management expertise for at least 4-5 years.

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