Call Center Manager

Job Description

Responsibilities:

• Daily monitor Contact Center team’ s activities with sample check Day 2 and call monitoringPerform quarterly internal audit via MCA test to ensure robust control in Contact Center
• Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans
• Recommend appropriate actions to resolve identified problems, as needed
• Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding of banking, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Design and analyze moderately complex reports to satisfy management requirements
• Write specifications for new report programs, spreadsheets and other devices to produce reports
• Develop and prepare reports and records relating to quality and risk control
• Provide basic assistance within a specific section of the company's customer service quality
• Develop and maintain working knowledge of industry practices and standards
• Assist to management team to set up the KPI target, in charge on checking data, calculating and reporting Contact Center agents’ performance in proper manner
• Support Contact Center agent and management by implementing recommendations concerning changes, improvements, and enhancements.

Job Requirement

Qualifications:

• 2 years of experience in a related role
• Ability to exchange information in a clear and concise way
• Effective verbal and written communication skills
• Influencing and relationship management skills
• Proven ability to creatively solve problems
• Demonstrated ability to remain unbiased in a diverse working environment

Education:

• Bachelor’s/University degree or equivalent experience