JOB SUMMARY:

To provide support in CX department at Contact Centre, Service Experience and Quality Assurance on daily, weekly, monthly performance.

KEY RESPONSIBILITIES:

Customer Experience - 60%

• Support with MIS reporting in CX department.
• MIS reporting on Contact Centre Performance.
• Extract data from multiple sources (BI, Flexcube, Way 4, CRM and other Contact Center systems) and organize it in a proper format that can be easily understood.
• Data analytics and prepare dashboards.
• Provide analysis of trends and forecasts.
• Prepare and share daily, weekly, monthly, and ad hoc reports to the respective CX Management.

Business Process - 30%

• Respond to any queries raised by the management in regards to the data or information submitted.
• Engagement with management to interpret and report results of data analyzed.
• Maintaining data and information security.
• Ensure Compliance with data protection laws and regulations.
• Maintain confidentiality of data and information.

Audit & Compliance - 10%

• To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all banks processes and procedures by self and team – including Prudential Guidelines, Risk Compliance Self-Assessment findings, Internal Audit recommendations; provide constant educations and escalation as required.
• Comply with respective KYC, KYP and KYT procedures and be alert at all times to unusual or possibly suspicious activity and report to line manager.

Personal Development - 10%

• Strive to continually improve personal performance to achieve team and departmental SLAs and KPIs.
• Take responsibility for continuous self-development and own learning by identifying personal development needs and forward to line manager.
• Work as part of a team and support colleagues.
• Pursuit self-development to increase personal effectiveness, acknowledging both strengths as well as areas of development.
• Attend all scheduled training.
• Utilize the existing learning and training modules

KEY RELATIONSHIPS:

Direct Reports to this Position

• N/A 

Customers of this Position

• Customer Experience Managers.

Knowledge; Skills and Experience required for this Role

•  Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.
• Effective Communication Skills (written and verbal).
• Customer service management processes and procedures.
• MS proficiency – Excel, PowerPoint, word etc.
• Strong analytical skills with competence in excel required.
• Ability to work in a team
• Customer service experience essential.
• Financial Analysis.
• Mathematical Skills.
• Basic banking principles and practices

Competencies Required for this Role 

• MIS data analysis & Reporting – mastery in Excel.
• Presentation skills – mastery in PPT.
• Communication skills.
• Writing skills.
• Working with People.
• Persuading & Influencing.
• Planning & Organizing Analytical Skills.