Project Owner - Contact Center

About the Job
To lead Project handling of the Contact Center by raising IT requirements, designing new processes and features within the CRM and IVR channel. The role focuses on providing efficient solutions to increase productivity, First Call Resolution, and enhance the Net Promoter Score. Key responsibilities include migrating services to self-service channels, enabling automation of tasks and processes to improve team productivity, and reducing human errors. The Project Owner will manage day-to-day operations of all direct banking channels activities as an IVR Channel Owner, ensuring the self-service proposition meets the demands of the Contact Centre Business.

Responsibilities

• Supervise work assigned to Team and ensure all work is carried out efficiently according to operating procedures and policy.
• Lead the team in identifying potential areas of improvement and streamline tasks by introducing system automation to increase operational efficiency.
• In-depth understanding of contact centre requirements and work closely with the operations team to formalize and author Project BRDs and improvement requirements.
• Review and sign off the Functional Service Document (FSD) and Technical Solution Architectures for BRDs raised, ensuring successful end-to-end implementation.
• Monitor technology implementations post Go LIVE to ensure smooth production rollout on project requirements and change requests.
• Oversee daily transactions over the channels, reconciliation, and fulfillment with service providers.
• Ensure channel-related customer complaints and service requests are completed within TAT specified.
• Monitor all Contact Centre applications daily and work with IT stakeholders to resolve issues and avoid large-scale customer impact.
• Work toward migrating services from human-assisted to AI-based Virtual Agent self-service.

Qualifications

• Minimum Bachelor’s degree and commercial and technical qualifications along with experience required for performing the full duties of the job.
• Graduate with 2 years’ experience within the customer service industry.
• General Banking experience with sound operational understanding is mandatory.
• Understanding of Contact Centre technology, such as IVR and web, is essential.
• Familiarity with MS Office, advanced Excel, and strong analytical skills is required.
• Proficient in business logic and number crunching analysis.