Head of Contact Center & Customer Experience Strategy

Mashreqbank PSC; Pakistan; On-site; PKR 1,800,000 - 3,200,000; Full time

Job summary

Mashreqbank PSC seeks an experienced Head of Contact Center Operations to develop and execute the strategic roadmap for customer service quality and efficiency. You will lead, mentor, and manage supervisors and agents to meet support goals while overseeing daily voice and chat operations to ensure effective handling of inquiries and complaints.

You will define KPIs and SLAs, collaborate across IT, Marketing, Product, and Compliance to improve end-to-end journeys, implement best practices for

Qualifications

• Proven experience leading large contact center teams.
• Experience defining KPIs and SLAs for service delivery.
• Knowledge of regulatory and compliance requirements in customer interactions.

Responsibilities

• Develop and implement the contact center’s strategic roadmap to enhance customer service quality and operational efficiency.
• Lead, mentor, and manage a team of supervisors and agents to meet customer support goals.
• Oversee the daily operations of the contact center, including voice and chat support, to ensure effective handling of customer inquiries, complaints, and requests.
• Develop KPIs and SLAs to monitor team performance and customer satisfaction.
• Collaborate with cross-functional teams to leverage customer insights for improving channel experiences and product journeys.
• Manage workforce planning including forecasting call volumes and staffing requirements to optimize resources.
• Implement best practices for call routing, handling protocols, chat responses, and QA procedures.
• Ensure compliance with regulatory requirements in customer interactions and data handling.
• Monitor and analyze performance, producing reports and action plans based on data-driven insights.
• Lead recruitment, training, and development of contact center staff to maintain a high-performing team.

Skills

Leadership

Strategic planning

People management

KPI development

Cross-functional collaboration

Workforce planning

Quality assurance

Regulatory compliance

Customer experience optimization

Data analysis

Tools

CRM systems

Telephony platforms

Chat platforms

Data analytics tools

Job description

Mashreqbank PSC seeks an experienced Head of Contact Center Operations to develop and execute the strategic roadmap for customer service quality and efficiency. You will lead, mentor, and manage supervisors and agents to meet support goals while overseeing daily voice and chat operations to ensure effective handling of inquiries and complaints.

You will define KPIs and SLAs, collaborate across IT, Marketing, Product, and Compliance to improve end-to-end journeys, implement best practices for