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JOB DESCRIPTION:Front line Manager- Contact center/Back office Function- Operations Location- Bentonville AR Brief DescriptionWork as Front line manager and manage a team of contact center and back office representative who are assisting client services remediation projects including Letters and check mailings via a 3rd party, back office operations to handle undelivered mails, check and letter reissues requests, handling inbound email, letters correspondence etc. Contact• Experience in managing a banking contact center• Customer Service background• Responsible for Service levels, Quality and other KPIs of the assigned team• First level support for general inquiries and customer support, including: Inbound voice , Complaints and escalation handing• Recognize individual customer service needs and resolve any partner concern enquiry• Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred• Ability to handle complaints and customer concerns where appropriate• Excellent customer service, negotiation and social skills with the ability to recognize and support the specific needs of the most vulnerable customers• Keen to progress to other levels and will consistently self-assess your own & teams' performance against agreed targets by working closely with your Operations leads• Work effectively with a team, recognizing how teams can deliver great results• Develop SOP’s, provide trainings and support testing during new project initiation Responsibilities include • Responsible to lead 15 contact center/ BO advisors. Lead customers through a variety of channels including telephone (both inbound and outbound), email and written correspondence• Expected to acquire detailed knowledge of product ranges and excellent service to enable them to provide service excellence• Ensure your team offers an excellent level of customer service, pro-actively serve customers across their product portfolio• Coach & mentor agents to follow clear instructions and guidelines to resolve customer enquiries.• Liaison with training team to enable your team to build rapport and determine appropriate solutions for the customer.• Collaborate with colleagues across multiple departments in order to provide a high-quality service to customers Minimum qualifications • Any Graduates• Experience in contact/call center in leading team customer service• Excellent communication and interpersonal skills• Good written& negotiation Skills• Flexibility of shifts and to work overtime hours as per business requirements.• Commitment to performance excellence or doing a phenomenal job• Results Oriented & Phenomenal teammate• Analytical & problem-solving skills• Multi-tasking &Stress management abilities• Ability to maintain high levels of confidentiality and data security standards• Work through multiple tasks with minimal direction Preferred qualifications • Customer Service within banking environment• Customer remediation service experience preferred If you find yourself suitable for this position, kindly send your updated resume and expected hourly rate to tinfant(at)sensiple(dot)comRegardsInfant Selvin | Sensiple Inc.,tinfant(at)sensiple(dot)com555 US Highway 1 S, Ste 330 Iselin, NJ 08830
- ID: #44696731
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State: Arkansas
Bentonville
72712
Bentonville
USA
- City: Bentonville
- Salary: Depends on Experience
- Job type: Contract
- Showed: 2022-08-08
- Deadline: 2022-10-04
- Category: Et cetera