Vice President, Customer Services Senior Manager, Contact Center
Core
Lead a high-performing customer service team and shape daily operations of a major contact center, owning performance, quality, and productivity.
Role type
Senior IC customer service operations manager
Builds
Customer service operations and team performance
Domain
Banking / Financial Services
Required skills
Contact center operations, People management, Coaching and mentoring, Process improvement, Project management, Stakeholder management, Hiring and terminations, Team building
Preferred skills
Master's degree, Global team collaboration, Design Thinking, Lean, Agile methodologies
Technologies
None stated
Responsibilities
Manage daily floor operations of a 35-person team, Resolve complex service issues, Evaluate team performance for pay/promotions/hiring/terminations, Coach and mentor team leaders, Develop employee skill sets, Recommend new work procedures, Drive process improvements, Recruit and build the team, Represent the team in senior management meetings