Front line Manager/Call Center Manager

17 Jun 2024

Vacancy expired!

Job Title: Front line Manager/Call Center Manager

Location: Richardson, TX, or Bentonville, AR(Onsite from Day 1)

Duration:6-12+ Months Work as for Front line manager and manage a team of contact center and back-office representatives 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.

Responsibilities:
  • 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 handling
  • Recognize individual customer service needs and resolve any partner concern inquiry
  • 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 SOPs, provide training and support testing during new project initiation
  • 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, and pro-actively serves customers across their product portfolio
  • Coach & mentor agents to follow clear instructions and guidelines to resolve customer inquiries.
  • Liaison with the training team to enable your team to build rapport and determine appropriate solutions for the customer.
  • Collaborate with colleagues across multiple departments to provide a high-quality service to customers

Qualifications:
  • Any Graduates
  • Experience in contact/call center in leading team customer service
  • Excellent communication and interpersonal skills
  • Good written& negotiation Skills
  • The 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
  • Customer Service within a banking environment
  • Customer remediation service experience preferred

  • ID: #43159578
  • State: Texas Richardson 75080 Richardson USA
  • City: Richardson
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2022-06-17
  • Deadline: 2022-08-15
  • Category: Et cetera