Contact Center - Resolution Management Team Head

Key Responsibilities:

• Ensure Quality Resolutions: Oversee and validate the resolutions provided by Fulfillment Units/Officers, ensuring they are timely, complete, and appropriately aligned with customer concerns.
• Case Review & Compliance: Conduct thorough reviews of handled cases to ensure adherence to bank processes, regulatory requirements, and internal quality standards.
• Error Monitoring & Improvement: Track case-handling errors and drive timely implementation of corrective and preventive actions to enhance service delivery.
• Reporting & Analytics: Prepare, analyze and submit accurate reports (e.g.: productivity, service level, error, etc.) other required documentation within set deadlines.

Qualifications:

• Bachelor’s degree holder in any relevant field.
• Minimum of 5 years’ experience...