Inbound Floor Manager

Customer Experience and Satisfaction

• To focus on enhancing customer experience through continuous process improvements, training, and efficient team management.
• To identify customer pain points through feedback and implement changes to improve service delivery and customer satisfaction.
• To work with the Complaint Management Unit (CMS) to ensure timely resolution of customer complaints and feedback.

Personal & People Management

• To foster an environment of teamwork and engagement within the inbound floor, focusing on achieving operational targets and developing employee potential.
• To lead, motivate, and provide guidance to the Team Leaders, fostering a positive and results-driven work environment.
• To provide regular coaching and mentoring to Team Leaders and Officers-Inbound to ensure a motivated and engaged workforce.
• To conduct regular performance evaluations for Team Leaders and ensure effective feedback and development plans for Officers-Inbound.
• To ensure that Team Leaders provide proper coaching, performance reviews, and feedback to Officers-Inbound.
• To develop and implement training and coaching plans to improve team and individual performance.
• To monitor the well-being of team members and intervene where necessary to manage any potential performance or behavioral issues.

Compliance and Quality Assurance

• To ensure that the Contact Center adheres to all Bank policies, SBP regulations, and internal processes.
• To work with the Quality Assurance team to ensure regular quality calibration sessions for Team Leaders to ensure call handling meets the expected standards.
• To ensure that all processes are compliant with the Inbound Policy and Procedures Manual and are updated in accordance with regulatory changes and best practices.
• To ensure that the business continuity plan for the inbound contact center is regularly updated and tested.

#J-18808-Ljbffr