MCB Bank Pakistan

Team Leader Contact Center

Department/Div	Reports To
Contact Center Department	Floor Manager Contact Center – Inbound

JOB Description

Team Leader is responsible to supervise, monitor and assist all Contact Center Executives time to time to achieve goals which contribute growth of Contact Center services and ensure that established service standards are met.

PRINCIPAL ACCOUNTABILITIES

No.	Accountability	%Time
1	Maintain the Service Level as per target assigned by the management To Achieve Quality Score as per benchmark set be the management	35%
2	Assist contact center executives in responding customer queries. Take customer calls wherever customer insists to talk with team Leader Escalation of customer complaints and follow-up till issue resolution To monitor agent productivity and performance attributes on daily basis To monitor incomplete, incorrect, invalid complaints/E-forms, logged by the Contact Center Executive and get them re-logged timely	35%
3	Conduct team meeting /Coaching sessions with contact center executives on their mistakes and also update them on new product/service features Ensure to Manage own performance as per approved performance scoring module	15%
4	To Keep a constant update on current product, service & new promotion & assist line manager in implementation Ensure compliance with SBP regulations, MCB policy, and SOPs as applicable and relevant.	10%
5	Working in different shifts including evening , nights, Sundays & Gazette leaves assigned by floor manager/unit head	5%

KNOWLEDGE AND EXPERIENCE

Knowledge and Skills	Graduate/Masters Customer Services, Banking Related Product Knowledge
Experience Profile	Relevant experience (with knowledge of various banking products and procedures)
Behavioral Competencies	Result oriented , Strong Communication, problem solving skills and strong customer service orientation and Team Management skill.

Important Note

“Females and Persons with disabilities having required skill set are encouraged to apply . MCB bank Ltd is an equal opportunity employer and is committed to create an inclusive environment for all employees.”

To apply for this position please share your resume at [email protected] Do not forget to mention the title of the position in the subject of your email.

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Team Leader Contact Center

JOB Description

PRINCIPAL ACCOUNTABILITIES

KNOWLEDGE AND EXPERIENCE

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