Job Description / Responsibility
• Carry out and supervise call monitoring and assessment of the Client Centre frontline start
• Undertake initiatives including training / coaching / projects to improve the quality of conversation of the frontline staff
• Carry out a series of process checks on a daily / weekly / monthly basis to ensure adherence to policy and Turn Around Time (TAT)
• Work closely with the Voice of Customer (VOC) team and other stakeholders to ensure that we keep improving on First Call Resolution (FCR) and Net Promoter Score (NPS) scores
• Collect client verbatim from the Voice of Customer (VOC) team and stakeholders and work to improve the quality of our services
• Analyse complains attributing to the Client Centre and work with partners to improve upon those
• Ensure frontline staffs are appropriately trained and proper call scripts are followed
• Monitor short/blank calls and take necessary measures to curb abuse by callers
• Monitor sales calls to ensure that appropriate guidelines are followed and mis-selling is avoided
• Take custodianship of all approved process notes and guidelines that govern the Client Centre and ensure that they are kept updated with global and local regulatory releases
• Act as the internal auditor and carry out comprehensive theme-based checks on a monthly basis
Job Nature
Full-time
Educational Requirements
Graduate, preferably in business from a reputed institution
Experience Requirements
4 to 5 year(s)
Additional Job Requirements
• At least 4-5 years of experience in a team management role is preferable
• Strong communication and presentation skills
• Negotiation and objection handling capability
• At least 2-3 years of experience in customer facing role would be required.
To apply visit www.sc.com/en/careers and search for job number 493138 or you can directly email your application at HR.Bangladesh@sc.com. The closing date for the application is 29/02/2016. Standard Chartered is an equal opportunity employer. We have a meritocratic culture where each individual employee is valued and respected for who they are as a person and for what they bring to the organisation.