Head of Contact Center- CXCG (Mashreq Bank of Pakistan)

Mashreq
Pakistan
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Leadership","Mentorship","Strategic planning","Cross-functional collaboration","Data-driven decision-making"]

Develop and execute the contact center’s strategy to improve customer service quality and operational efficiency. Lead and mentor supervisors and agents while overseeing daily voice and chat operations. Build KPIs and SLAs, drive workforce planning, and implement best-practice handling, routing, and quality assurance. Improve customer journeys using customer feedback and cross-functional collaboration. Partner with IT to integrate CRM/telephony/chat systems and evaluate new technologies such as AI chatbots and predictive analytics.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Mashreq
Mashreq
2 days ago

Head of Contact Center- CXCG (Mashreq Bank of Pakistan)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Develop and execute the contact center’s strategy to improve customer service quality and operational efficiency. Lead and mentor supervisors and agents while overseeing daily voice and chat operations. Build KPIs and SLAs, drive workforce planning, and implement best-practice handling, routing, and quality assurance. Improve customer journeys using customer feedback and cross-functional collaboration. Partner with IT to integrate CRM/telephony/chat systems and evaluate new technologies such as AI chatbots and predictive analytics.
Location: Pakistan
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key Responsibilities

  • •Develop and implement the contact center’s strategic roadmap to improve service quality and operational efficiency.
  • •Oversee daily voice and chat operations to ensure effective handling of inquiries, complaints, and requests.
  • •Manage workforce planning, including forecasting call volumes, chat interactions, staffing requirements, and shift scheduling.
  • •Implement best practices for routing, handling protocols, chat responses, and quality assurance procedures.
  • •Drive continuous improvement using customer feedback, analyze interactions to identify pain points, and collaborate across departments to enhance customer journeys.

Key Requirements

  • •Lead, mentor, and manage supervisors and contact center agents to achieve customer support goals.
  • •Develop and implement contact center KPIs and SLAs to monitor performance and customer satisfaction.
  • •Ensure compliance with regulatory and compliance requirements in customer interactions and data handling.
  • •Recruit, train, and develop contact center staff, including ongoing training on product knowledge and communication skills.
  • •Partner with cross-functional teams (IT, Marketing, Product, Compliance) to improve customer experience across touchpoints.
Skills:LeadershipMentorshipStrategic planningCross-functional collaborationData-driven decision-making
Tech Stack:CRMTelephonyChat platformsAI chatbotsPredictive analytics

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
Glassdoor
Glassdoor: 3.3
WebsiteLinkedInGlassdoor