Subject Matter Expert - Inbound Contact Centre

Sky Service Cards - SME-Sky Channel-Contact Centre Inbound

As an SME in the Sky Channel-Contact Centre Inbound department, you will be a key driver of our customer service strategy. Your role involves mentoring and guiding the customer service team, ensuring they deliver an exceptional, seamless experience. You will also play a vital role in developing and implementing innovative customer service policies and procedures, thus enhancing our overall customer satisfaction.

• Lead and mentor the customer service team, providing expert guidance and support.
• Develop and implement innovative customer service strategies and policies.
• Monitor and analyze customer feedback to identify areas for improvement.
• Collaborate with the Sky Channel team to align customer service efforts.
• Stay updated with industry trends and best practices in customer service.
• Ensure compliance with regulatory standards and internal policies.
• Conduct regular performance reviews and provide constructive feedback.
• Identify training needs and deliver effective training sessions.
• Manage and prioritize multiple projects and tasks simultaneously.
• Maintain a positive, customer-centric culture within the team.

• Bachelor's degree in Business, Customer Service, or a related field.
• Minimum 3 years of experience in a customer service leadership role.
• Proven track record of successfully managing and mentoring teams.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving abilities and analytical mindset.
• Proficiency in using CRM systems and data analysis tools.
• Familiarity with banking products and services is essential.
• Ability to work independently and manage a dynamic workload.
• Willingness to stay updated with industry developments.
• A customer-focused approach and a passion for delivering exceptional service.

Experience Level

Mid Level