Generate insights and recommendations from Contact Centre data to drive changes to improve customer experience
Be the voice of customers as a critical front-line channel to identify opportunities of improvement within the Contact Centre and with Business Unit partners
Strategic design to create a future proofed contact centre to provide best in class customer experience and operational efficiency
Implementation of key improvement and transformation initiatives as required
Develop objectives for the contact centre’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources including but not limited to people and technology
Monitor and improve voice and non-voice performance and associated procedures
Evaluate performance with key performance indicators (KPIs) which include by are not limited to Service Levels, Net Promoter Score, and Complaints
Ensure early identification and resolution of risks and issues impacting the Contact Centre.
Embed a robust risk governance culture, strengthening the risk and control environment
Collect and analyse call-centre statistics (costs, customer service metrics etc.)
Prepare data led reports and generate key insights for stakeholders and senior leadership decision making
Maintain responsibility of budgeting and tracking expenses
Enhance branding of the Contact Centre through participation in industry wide awards
Develop Workforce Talent
Mentor a team of senior Contact Centre leads in Thailand
Build and maintain high performing teams
Hire, coach and provide training to personnel to maintain high customer service standards
Develop plans to acquire skills and necessary manpower resources for the continuous development of the team
Develop programmes aimed at upskilling the Contact Centre workforce
Job Requirements
Bachelor’s Degree in business/finance or equivalent
Understanding of technology and operational processes on Contact Centre / Digital Service Centre
Minimum 10 years of experience in banking or relevant industry
Resourceful team player
Familiar with change management processes and project management fundamentals
Strategic forward-thinking approach to challenges with outstanding communications, influencing, negotiating and persuasion skills
Passionate, diligent and resilient individual with ability to thrive in ambiguity
Skills
Workforce training
Digital Services
Banking
Project Management
Program Development
Functions
Accounting & Finance
Job Overview
Job Type:
Hybrid
Company
UOB
72 active jobs
Industry:
Banking & Finance
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