Team Head of Contact Centre

1 week ago

Ho Chi Minh City, Vietnam UOB Vietnam Full time

**About UOB**

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices.

Our history spans more than 80 years. Over this time, we have been guided by our values — Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

**About the Department**

The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.

**Responsibilities**:

- Monitoring random calls to improve quality, minimise errors and track operative performance
- Organising staffing, including shift patterns and the number of staff required to meet demand
- Coaching, motivating and retaining staff
- Reviewing the performance of staff, identifying training needs and planning training sessions
- Recording statistics, user rates and the performance levels of the centre and preparing reports
- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
- Carrying out needs assessments, performance reviews and cost/benefit analyses
- Setting and meeting performance targets for speed, efficiency, sales and quality
- Assist Head of Departments to drive and champion initiatives for process alignment
- Ensuring all relevant communications, records and data are updated and recorded
- Handling complex customer complaints or enquiries
- Support dedicated projects (eg. Implementation of new products or technologies)

**Job Requirements**
- Proven experience within similar senior contact centre management role
- Ownership of your departments risk framework
- Responsible for ensuring your site adheres to compliance standards
- People management experience
- Excellent analytical, decision making and problem solving skills
- Ability to work under pressure, manage your time effectively and work on your own initiative
- Self-motivated, ambitious and determined
- Excellent communication skills at all levels
- Motivating your team to deliver results

**Be a part of UOB Family

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