Unit Manager- Contact Center- Bank

Role & Responsibilities

• Lead and manage end-to-end operations of the contact center site ensuring smooth service delivery.
• Drive revenue generation by supporting cross-sales initiatives and achieving sales targets.
• Optimize human resource utilization, including workforce planning and performance management.
• Ensure adherence to compliance frameworks and regulatory guidelines.
• Focus on improving service efficiency and enhancing customer experience.
• Monitor and report on key performance indicators (KPIs) such as service levels, revenue, and employee productivity.
• Collaborate with stakeholders to resolve operational challenges and implement process improvements.