Head of Contact Centre

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McGregor Boyall
Kuwait City, 'Asimah, Kuwait
Employment Type:
Full time
Retail Banking
Sub Sector:
Call Centers and Customer Service, Relationship management, Other
Position Type:
Job Reference:
Date Added:

Job Description

Key Accountabilities and Responsibilities:

You will be responsible for:

  • Leading and managing a large team (200+) to deliver exceptional customer service to our clients Premier and Mass Market customers.
  • Support operational delivery of the contact centre and be accountable for the level of sales and service provided to the banks customers through contact centre teams
  • Support the business in transforming the Call Centre in to a fully-fledged Contact Centre
  • Coach, mentor and motivate a large team to deliver excellent customer service and sales propositions
  • Develop current and future plans, key statistics and any other information to context the role
  • Act as a role model for the Group values and behaviours, authentically engaging with the team and customers to deliver Customer Service Excellence.


The perfect candidate for this exciting opportunity will have:

  • Graduate or MBA qualified (MBA qualification is preferred)
  • Approximately 15 years working ofr a Financial Services institution heading up the Call or Contact Centre for the last 5 years
  • Proven track record of managing large contact centre teams (200+ agents), customer centric sales and services, workforce management and service quality
  • Demonstrable experience of leading others and creating an environment that supports and inspires people to develop and deliver.
  • Experience of providing Customer Service Excellence in complex projects and programmes
  • Strong experise in Cisco IVR and CRM layers

Please apply directly to the advertisement to demonstrate your consideration for this opportunity.

**Due to the high volume of emails and applications we receive, I would recommend applying directly to the advertisement since directly applictaions via email or Linkedin may be overlooked**