Assistant Manager, Contact Center (X9YWV4WY)

Role Overview

We are seeking an experienced and service focused Assistant Manager, Contact Center to support contact center operations, workforce planning, service quality, compliance, and customer experience within the banking industry.

The selected candidate will be responsible for managing daily workforce allocation, improving operational efficiency, monitoring staff performance, ensuring regulatory compliance, and driving service excellence across frontline operations.

Key Responsibilities

• Support strategic initiatives to improve operational efficiency and customer satisfaction.
• Manage shift scheduling, roster coordination, absenteeism tracking, and leave planning.
• Supervise staff performance and ensure consistent service levels.
• Identify skill gaps and support targeted training programmes.
• Ensure compliance with PCI DSS and ISO 27001:2022 standards.
• Conduct audits, risk assessments, and promote data protection awareness.
• Support budget management, resource optimization, vendor coordination, and BCP activities.
• Supervise the Telephone Operator's Unit and ensure protocol adherence.
• Monitor service quality through evaluations, benchmarking, and corrective actions.
• Prepare reports and support continuous improvement initiatives.

Candidate Profile

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum 5 years of experience as a supervisor in a reputable contact center environment.
• Experience in workforce management and service quality monitoring.
• Knowledge of PCI DSS and ISO 27001:2022 compliance standards.
• Strong command of MIS tools and reporting systems.
• Professional certification in Contact Center Management, Information Security, or Quality Assurance will be an added advantage.
• Exposure to banking or financial services will be preferred.
• Experience in BCP frameworks and cost optimization initiatives will be an advantage.
• Strong leadership, communication, analytical, and problem solving skills.
• Customer focused mindset with high attention to compliance and service standards.