Overview
Who you'll be working for
Banking Industry
What requirements you'll need to be eligible
- At least a recognized Degree.
- At least 4 years of proven supervisory and team management experience, preferably in a customer centre environment.
- Familiar with banking and / or credit cards process and products.
- Good communication skills, comprehension skills.
What you'll be doing on the job
Plans, organizes and controls resources for optimal utilization to deliver appropriate customer service.Maintains and improves the centre’s real-time responsiveness so as to ensure smooth running of day-to-day customer servicing.Manages staff roster to meet the fluctuations in call demands and programs; recommends and adjusts real-time schedule changes based on workload / forecast shifts
Provides on-the-job training and mentoring to staff to ensure performance standards are met.Identifies team and individual training needs and develop plans for immediate and long-term performanceimprovements.
Provides recommendation and evaluation on hotline and customer service rationalization initiatives.