1
Manager, Contact Centre
Department
Customer Experience
Band/Level
Manager
Location
Head Office
Contract Terms
OpenEnded
Length of Contract
Open-Ended
Expiry Date
Sep 24 2025
JOB SUMMARY:
To lead and manage the end-to-end operations of the contact center while overseeing
organization-wide complaint resolution, escalation handling, and incident impact management. The
role ensures delivery of consistent, timely, and high-quality service experiences aligned to business
development goals. It also establishes and governs a centralized complaints handling unit that
supports all business units in resolution of escalated and high-risk complaints.
KEY RESPONSIBILITIES:
Contact Center Operations Management – 30%
- Lead and Manager daily operations of inbound, outbound, service recovery, and card support functions to ensure efficient and effective service recovery
- Develop and implement operational strategies and processes to enhance contact center performance
- Monitor staffing, workforce management, and service levels to ensure optimal TAT and SLA performance
- Implement service improvement initiatives aligned with customer experience strategy to ensure timely root cause analysis and communication loops
- Collaborate with IT and other departments to ensure the contact center has the necessary tools and technology to operate effectively.
- Utilize advanced contact center technologies and tools to enhance service delivery and operational efficiency
- Encourage innovative solutions and approaches to improve contact center operations and customer experience
- Conduct regular performance reviews of contact center agents and teams to ensure continuous improvement
- Implement recognition and reward programs to motivate and retain high-performing agents
Centralized Complaints Handling Unit Leadership – 20%
- Establish and govern a centralized complaints handling unit to manage escalated and high-risk complaints
- Develop and implement policies and procedures for complaint resolution to ensure consistency and fairness.
- Coordinate with business units to ensure timely and effective resolution of complaints
- Monitor and report on the performance of the complaints handling unit to senior management
- Ensure prompt case assignment, tracking, and resolution in compliance with internal standards and regulatory expectations
- Work closely with other departments such as IT, Marketing, and product and innovation to ensure alignment and support for contact center initiatives
Complaint Escalations & Incident Impact Management – 15%
- Oversee the escalation process to ensure that high-risk complaints and incidents are handled promptly and effectively
- Develop and implement incident impact management strategies to minimize the impact on customers and the organization
- Collaborate with risk management and other relevant departments to address and resolve incidents
- Analyze and report on the root causes of escalations and incidents to identify opportunities for improvement
- Serve as the central escalation point for high-risk, long-standing or regulator-triggered complaints
- Lead or coordinate RCAs and incident impact assessments; provide customer-facing and executive updates
CX Business Development Enablement – 25%
- Collaborate with business units to design and execute outbound campaigns to support business development goals (e.g., deposit mobilization, card PV, upselling)
- Build and maintain strong relationships with key stakeholders to ensure their needs and expectations are met
- Support business development goals by ensuring the contact center delivers high-quality service experience
- Collaborate with marketing and sales teams to align contact center operations with business development initiatives
- Identify and implement opportunities to enhance customer experience and drive customer loyalty
- Provide insights and recommendations to senior management based on customer feedback and contact center performance data
- Track performance metrics tied to NFI growth and customer retention via contact center-driven initiatives
Contact Center Quality Assurance & Training Oversight – 10%
- Develop and implement quality assurance programs to ensure consistent and high-quality service delivery
- Monitor and evaluate the performance of contact center agents to ensure adherence to quality standards
- Design and deliver training programs to enhance the skills and knowledge of contact center agents
- Provide coaching and feedback to agents to support their professional development and improve performance
- Support onboarding and continuous development of contact center teams, focusing on complaints handling, digital proficiency, and business acumen
- Identify and assess potential risks related to contact center operations and complaint handling
- Develop and implement strategies to mitigate identified risks and ensure business continuity
KEY RELATIONSHIPS:
Customers of this Position
- Contact Center Agents and Team Leaders
- Head Office Teams
- Branch Teams
- All Business Units
- IT, Risk, Legal & Compliance
- Branch Business & Operations Teams
- Regulatory Bodies
KNOWLEDGE REQUIREMENTS:
Skills and Experience required for this Role
- Bachelor’s degree
- 7-9 years’ experience in a customer service environment, with at least 5 years spent managing a contact center that handles both inbound and outbound operations.
- Leadership and Management: Strong leadership skills to manage and motivate contact center teams, ensuring high performance and employee engagement.
- Analytical Skills: Proficiency in analyzing data and performance metrics to drive improvements and make informed decisions.
- Training and Development: Ability to design and deliver training programs to enhance the skills and knowledge of contact center agents.
- Contact Center Management: Proven experience in managing contact center operations, including overseeing daily activities, setting performance targets, and ensuring service quality.
- Communication: Excellent verbal and written communication skills to effectively interact with customers, agents, and senior management.
- Problem-Solving: Ability to quickly identify issues, analyze root causes, and implement effective solutions.
- Customer Service: Deep understanding of customer service principles and practices to ensure high-quality service delivery.
- Technical Proficiency: Familiarity with contact center technologies and tools, including CRM systems, telephony systems, and workforce management software.
- Conflict Resolution: Strong conflict resolution skills to handle escalated complaints and incidents effectively.
- Quality Assurance: Experience in developing and implementing quality assurance programs to ensure consistent service delivery.
- Business Development: Experience in supporting business development initiatives by aligning contact center operations with organizational goals.
- Performance Management: Experience in conducting performance reviews, providing feedback, and implementing recognition and reward programs.
- Understanding of cross-functional dependencies between CX, IT, Product, and Operations
Certifications
- Certified Contact Center Manager (CCCM):
- Six Sigma Certification
Key Competencies required for this Role
- Leadership and Management
- Conflict Resolution.
- Customer Focus
- Analytical and Problem-Solving
- Technical Proficiency
- Innovation
- Training and Development
- Coaching and Mentoring
- Performance Management
- Recognition and Rewards.
- Risk Assessment and Management
- Contact Center & Workforce Management
- Complaint Handling & Regulatory Understanding
- Root Cause Analysis & Incident Communication
- Stakeholder Relationship Management
- Quality Assurance & Coaching
