Head of Contact Center and Customer Service (Relocation to Tashkent, Uzbekistan)

About TechBiz Global

TechBiz Global is a leading recruitment and software development company. Our diverse, globally distributed team provides IT recruitment, outstaffing, outsourcing, software development, and different consulting services with a primary focus on making our partners achieve their business goals successfully.

With headquarters in Germany we have successful clients all over the world. We can understand your unique needs. Our team has hands-on experience with the challenges that come with rapid growth and the IT sector. That’s why all of our offerings are built with a tech mindset.

Key Responsibilities:
1. Strategic Leadership:

• Develop and implement customer service strategies that align with the bank’s goals and objectives.
• Lead the contact center team to ensure high levels of customer satisfaction and service quality.
• Continuously analyze customer service metrics to identify areas for improvement and implement action plans.

2. Team Management:

• Recruit, train, and manage a team of customer service representatives and contact center staff. 
• Foster a positive and collaborative work environment to motivate team members.
• Conduct regular performance evaluations and provide coaching and feedback to improve team performance.

3. Customer Experience Management:

• Ensure that all customer interactions are handled professionally, efficiently, and in accordance with the bank’s service standards.
• Monitor customer feedback and complaints, and develop solutions to address any service issues.
• Implement customer feedback mechanisms to gather insights and improve service delivery.

4. Operational Oversight:

• Oversee the day-to-day operations of the contact center, including scheduling, staffing, and workflow management.
• Implement and manage technologies and tools to enhance customer service efficiency and effectiveness.
• Develop and maintain standard operating procedures for customer service and contact center operations.

5. Outbound Calls and Cross-Selling:

• Develop and implement outbound call strategies to promote and cross-sell banking products and services.
• Work closely with the marketing and product development teams to identify cross-selling opportunities.
• Train the contact center team on cross-selling techniques and product knowledge to effectively promote the bank’s offerings.
• Monitor and analyze the performance of outbound call campaigns, adjusting strategies as needed to meet sales targets.
• Ensure outbound sales activities comply with all relevant regulations and internal policies.

6. Performance and Reporting: 

• Track and report on key performance indicators (KPIs) related to customer service, such as call handling time, customer satisfaction scores, and issue resolution rates.
• Monitor sales performance metrics for outbound call campaigns, including conversion rates and revenue generated.
• Prepare regular reports for senior management on the performance of the contact center and customer service operations.
• Use data-driven insights to make informed decisions and recommendations.

7. Compliance and Quality Assurance:

• Ensure compliance with banking regulations, data protection laws, and internal policies in all customer interactions and outbound sales activities.
• Implement quality assurance programs to maintain high standards of service and accuracy.
• Conduct regular audits and reviews of customer service practices and processes.

• Bachelor’s degree in Business Administration, Management, or a related field. A Master’s degree is preferred.
• Minimum of 7-10 years of experience in customer service management, with at least 3-5 years in a leadership role within the banking or financial services industry.
• Proven track record of managing contact centers and customer service teams.
• Strong understanding of banking products, services, and regulations.
• Experience in sales, cross-selling, or marketing within a banking environment.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data and metrics to drive decision-making and performance improvement.
• Proficiency in using customer service software, CRM systems, and contact center technologies.
• Strong problem-solving and conflict-resolution skills.

Key Competencies:

• Leadership and team management
• Customer-focused approach
• Strategic thinking and planning
• Sales and cross-selling skills
• Data analysis and reporting
• Problem-solving and decision-making
• Communication and interpersonal skills
• Adaptability and resilience
• Strong human focus
• Quality assurance and compliance