Head of HBEG Contact Centers - HSBC Bank Egypt
Posted on :
07-06-2024
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1 Vacancy
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Job Description
- Responsible for driving all inbound and outbound sales and service initiatives across HBEG contact centers in liaison with product and distribution managers ensuring adequate sales knowledge and incentive schemes are in place.
- Contribute to the resource capacity planning of HBEG contact centers by providing timely and accurate business input on campaigns, customer and call volumes, sales & service initiatives and target performance metrics and potential service impacting activities.
- Overall responsibility for agreeing and communicating / preparing for all business campaigns and general information updates impacting HBEG contact centers.
- Ensure the Contact Centre channel achieves quantitative and qualitative customer experience targets through robust planning, root cause analysis and monitoring of service levels and operational KPIs.
- Supervise VPRMs to develop and manage long term relationships with Premier Customers in their portfolios.
- Proactively monitor Premier customer feedback to ensure customer satisfaction with products and services provided.
- Contribute to overall performance and profitability of the business in line with Global Premier AOP (annual operating plan).
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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