Manager, Contact Center Operations

Role Overview

This position leads a contact center team that delivers around-the-clock customer support for bank customers. The role focuses on ensuring smooth day-to-day operations, strong service levels, effective coaching, and compliance with internal standards and governance requirements.

Team Leadership and Coaching

• Coordinate and oversee the assigned team so work is completed efficiently and in line with internal procedures and policies.
• Support team development through on-the-job coaching, guidance, constructive feedback, and knowledge sharing.
• Encourage the organization’s values and ethics to help build a values-driven culture.
• Provide ongoing support to improve product knowledge, service quality, and overall performance.
• Lead staff motivation efforts, including reward and recognition initiatives, to strengthen team spirit.

Operations and Service Delivery

• Manage a team of customer service representatives delivering 24/7 support to customers.
• Monitor service performance against SLA targets and ensure standards are consistently met.
• Oversee shift coverage across morning and evening rotations, including a 24/7, 365-day operating model.
• Ensure agents are on time for their shifts and that daily operations run smoothly.
• Supervise the procedures and instructions followed by agents on a day-to-day basis.
• Handle difficult customer complaints and escalations when required.
• Track performance metrics such as occupancy, call handling time, wrap-up time, and service level achievement.

Quality, Reporting, and Performance Management

• Carry out quality call evaluations for the contact center.
• Prepare accurate daily, weekly, and monthly reports at individual, team, and site level.
• Conduct monthly performance appraisals for team members.
• Monitor sales results and lead generation performance for each staff member.
• Promote cross-selling and help drive individual sales targets.
• Review customer experience and NPS trends, and recommend actions to improve results.

Governance, Process, and Improvement

• Help implement policies, systems, and procedures for the team while ensuring compliance with relevant legal and procedural requirements.
• Maintain operational controls and ensure the department follows internal policies and regulations.
• Contribute ideas for continuous improvement, productivity gains, and cost reduction.
• Operate within group policies, governance frameworks, and the approved authorization matrix.
• Suggest training needs and additional quality controls where needed.

Training and Development

• Organize training programs and support follow-up evaluation activities.
• Provide counseling, coaching, and development support to team members.
• Recommend learning interventions to improve capability and service delivery.

Additional Job Details

The role requires regular reporting, active performance monitoring, and strong ownership of team output. The successful candidate is expected to make decisions within the approved authority limits and contribute to a high-performing, customer-focused contact center environment.